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 communication skills especially in tough situations. You’re computer-savvy and more organized than anyone you know. Fast-paced work environments give you a rush and you’re always up for a challenge. 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, Workforce Management & Operations, some of the key responsibilities include:
Develops and manages the facilitation of comprehensive training programs for new hire and existing staff within the Contact Centre
Provides leadership and guidance to the Quality Advisors and supports a small team of Contact Centre Intake Officers (CCIO)
Leads and develops the team to ensure quality and consistence performance, stability and resource management
Supports day to day activities of the CCIO team by coaching, mentoring and guiding the team 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 OKR 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 Human Resources and Senior Managers on all employee relations issues
Ensures proper recognition and tribute of staff
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
Minimum of 5 years of call centre customer care experience in a leadership role, preferably in criminal justice or related field
Education in adult training or previous training development and facilitation experience is considered an asset
Quality Assurance education or experience is an asset
Knowledge and Skills:
Dispute resolution and mediation
Strong knowledge of Client Contact Centre Services processes and techniques
Business management processes
Computer system and Microsoft Office proficiency
Excellent oral and written communication skills
Leadership skills with the ability to think strategically, exercise good judgment and motivate others
Competency in problem-solving and conflict management
Strong Interpersonal, organizational and time management skills
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
Flexibility, maturity, tact and good judgment
What We Offer
Perks of working with us
Competitive wage
RRSP employer contribution
Paid holidays
Health and dental benefits
Work from home opportunities
Vacation Days
Professional Days
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’ to create your candidate profile. This competition will remain open until a suitable candidate is found. Only those selected for an interview will be contacted.
Requirements
Successful candidate will be required to provide an acceptable criminal record check.
