As a publicly funded, non-profit organization, Legal Aid Alberta provides affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide, with 300 staff and 1,200 private practice lawyers helping people overcome their legal challenges in more than 75 communities across the province.
Who You Are
Working at Legal Aid Alberta means you care about people and empathize with their situation. You have excellent leadership and communication skills especially in tough situations. You are well versed in contact center operations and have management experience within that environment. You bring with you experience of providing development and coaching to contact center staff so that we can deliver exceptional service. You bring with yourself experience of facilitating workshops and learning sessions. You love learning new things, solving problems, and can adapt to change quickly. You care deeply about the success of our team and our organization.
Job Description
Reporting to the Senior Manager, Client Assessment Services, some of the key responsibilities include:
Leads and develops the team to ensure quality and consistence performance, stability and resource management
Supports day to day activities of the Contact Center teams by coaching, mentoring and guiding through difficult calls and escalated situations. Educating the team on processes, practices and job expectations
Manages performance expectations by having regular conversations, providing feedbacks and completing the annual Objectives and Key Results as required
Handles and tracks client complaints in accordance with established procedures, LAA rules and administrative policies
Develops and maintains external stakeholders’ relations
Ensures effective and consistent communication throughout the team, encourages feedback and client insight in order to enhance the client experience
Work collaboratively with HR and Senior Managers on all employee relations issues
Ensures proper recognition and tribute of staff
Approval of Timesheets and Expense Claims of direct reports
Participates on LAA committees or projects, and other duties as required
Qualifications
Education and Experience:
Post-secondary degree or diploma is preferred
3 – 5 years experience working with diverse high needs clientele
3 years of Contact Centre customer care experience
3 years Experience in managing/supervising in small to mid-sized office environment
Management education is an asset
Knowledge and Skills:
Knowledge of civil law, family law, criminal justice system, tribunal processes and community service agencies/resources
Training or knowledge in dispute resolution and mediation as well as conflict management
General computer systems and programs relevant to call center environment
Excellent oral and written communication skills
Leadership skills with the ability to think strategically, exercise good judgment and motivate others
Strong Interpersonal, organizational and time management skills
Ability to work closely with lawyers and non-lawyers in a fast-paced environment
Ability to work both independently and within a team
Understanding of issues arising when dealing with persons from diverse cultures, persons from low-income or other disadvantaged groups and persons in distress
What We Offer
Perks of working with us
Competitive wage
8% RRSP employer contribution
Professional days (Paid time off)
Winter closure (Paid time off)
Vacation days
Health and dental benefits
Health and wellness accounts
Work life balance
Professional development
Educational opportunities
Employee assistance program
Work from home opportunities
How To Apply
If you got excited at the prospect of being a part of our team when you reviewed this posting and you meet the minimum qualifications, please select ‘Apply Now’ below to create a Candidate account.
Requirements
This competition will remain open until May 24, 2022. Only those selected for an interview will be contacted
Successful candidate will be required to provide an acceptable criminal record check.
