Contact Centre Team Lead

Position: Contact Centre Team Lead

Salary: Pay Grade 4 [$50,168.94 - $61,482.54]

Position Type: Full-Time Permanent

Location: This is a remote first position. Preference will be given to applicants who reside within a one hour commuting distance of Truro, Nova Scotia.

Department: Stakeholder Relations and Communications

Apply: Online via Career Beacon by clicking "Apply Now"

Closing Date: March 9, 2026 @ 4:30 PM

About Property Valuation Services Corporation

PVSC is an award winning independent, not-for-profit organization established under the Property Valuation Services Corporation Act. We provide property assessment services and information to Nova Scotia's municipalities and property owners in accordance with the Nova Scotia Assessment Act.

Our clients depend on us to make sound decisions that fund important local services and build communities. We strive to never stop learning and are passionate about improving ourselves and our products and services, every day. We are focused on achieving results and getting the job done right the first time. Our responsibility to employee success and wellness goes beyond traditional benefits to reflect an evolving and innovative workplace and the priorities of a diverse workforce.

To learn more about what to expect working at PVSC, click the link: http://www.pvsc.ca/en/home/aboutpvsc/careers/default.aspx

Your Impact as Team Lead

The Contact Centre Team Lead of Service Delivery and Readiness reports to the Contact Centre Manager and is responsible for the day to day operational readiness of the Contact Centre. This role focuses on staffing, workload management, CSR preparedness, coaching, and the proactive removal of blockers that could impact service delivery or performance.

The Team Lead ensures Contact Centre representatives are supported, informed, and equipped to meet service standards, while monitoring real time conditions and escalating risks before service impacts occur.

The role also provides backup support to Systems and Process activities as required.

How you will Contribute

Daily Operations, Staffing & Coverage

• Plans and coordinates daily Contact Centre operations, including staffing, schedules, and coverage, in alignment with the Contact Centre Manager.
• Monitors real-time call, email, and workload volumes and balances work to ensure efficient service delivery.
• Ensures CSR availability, readiness, and adherence to operational expectations.

Service Readiness & Performance Support

• Acts as the first point of escalation for operational issues or service delivery risks.
• Identifies and removes blockers before they impact service levels or customer experience.
• Escalates risks and concerns to the Contact Centre Manager as appropriate.

Coaching, Guidance & Team Support

• Provides day-to-day leadership, guidance, and call coaching to Contact Centre representatives.
• Supports performance feedback, coaching conversations, and ongoing skill development.
• Helps identify training needs and supports onboarding of new team members.

Operational Alignment & Collaboration

• Works closely with the Team Lead, Contact Centre Systems & Process to ensure operational readiness aligns with systems, processes, and tools.
• Supports service standards, performance expectations, and operational consistency across teams.
• Provides backup support for systems and process activities as required.

Leadership Skills

• Ensures a cohesive, high-performing team that thrives on collaboration, accountability, and continuous growth.
• Builds a foundation of mutual trust within the team.
• Creates an environment of open, transparent, and effective communication.
• Ensures alignment with the team's common purpose, mission and goals.
• Handles and resolves conflicts constructively and maintains a positive and productive working environment.
• Embraces diverse perspectives, backgrounds, and skills to foster creativity and innovation.
• Regularly acknowledges and celebrates individual and team achievements.
• Performs other related duties or participates in other activities, as assigned.

What you Bring

You will possess a high school diploma or equivalent with a minimum of five (5) years experience in a Contact Centre environment, with experience supporting systems, reporting, or process improvement.

You will also have the following skills or experience:

• Leadership and team-building skills.
• Strong people leadership, coaching, and communication skills.
• Ability to make real time decisions and manage competing priorities.
• Customer service orientation and operational awareness.
• Sound judgment, adaptability, and ability to manage sensitive situations.
• Strong knowledge of the Assessment Act, assessment procedures, and related policies.
• General knowledge of the Freedom of Information and Protection of Privacy Act.
• Strong working knowledge of iasWorld, network applications, and other related software.
• Proficiency in Microsoft Office Suite.

The following are considered assets:

• Experience with Contact Centre systems, reporting, testing, or change management considered an asset.

Special Requirements:

• This role requires occasional travel throughout the province and requires a valid Class 5 driver's license and access to reliable transportation.

Why You Will Love Working Here

Join a culture that understands there is life outside of work. PVSC offers a holistic benefits and perks package that starts at day one:

Remote Work: Skip the commute and work from the comfort of your home in Nova Scotia. Occasional in-person meeting participation may be required with reasonable notice.

Flexible Work Arrangements: Work life balance is as much a priority for us as it is for you.

Comprehensive Health and Dental Benefits: The health of our employees is paramount, our benefits include access to an Employee Assistance Program, Virtual Care, Wellness Subsidy, and Health Spending Account.

Competitive Salary: We offer competitive salaries in our industry.

Defined Benefit Pension Plan: Secure your future and take advantage of our defined benefits pension plan for a stable retirement.

Paid Time Off: Enjoy all civic holidays and an enriched vacation entitlement schedule, starting at 3 weeks.

Community Giving: Support your community by volunteering to participate in giving opportunities.

Investment in your Training and Development: Your professional and personal growth is necessary for our business growth. Continuously expand your knowledge and skills through training and development programs.

Professional Designation Achievement: Support available for professional designations.

Industry Leadership: We're at the forefront of our industry, employing cutting-edge tools and best practices.

Collaborative Environment: Experience the power of collaboration as you engage with various teams. Everyone has a say in our success.

Join PVSC and experience the benefits of a fulfilling career, supported by comprehensive perks and career development opportunities.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.