Team Lead, Parks Jobs

Job Information

Job Title: Team Lead, Parks

Job Requisition ID: 44650

Ministry: Service Alberta and Red Tape Reduction

Location: Edmonton

Full or Part-Time: Full Time

Hours of Work: 36.25 hours per week

Regular/Temporary: Permanent

Scope: Open Competition

Closing Date: July 10, 2023

Classification: Administration 1

About Us

The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported. For more information on diversity and inclusion, please visit: https://www.alberta.ca/diversity-inclusion-policy.aspx

We play an integral role in government operations with responsibilities for information technology, information management policy and standards, service delivery, financial operations, and procurement. If you work for the Alberta Public Service, you also rely on Service Alberta & Red Tape Reduction for employee services such as payroll and benefits.

Every Service Albertan strives to enable the success of our Ministry partners and Albertans through providing exceptional client focused services that meet and exceed our clients’ expectations. We are looking for collaborative, agile, solutions focused individuals with strong communication skills and a strong service orientation. If that describes you, please read on!

To learn more about us, please visit: Service Alberta and Red Tape Reduction | Alberta.ca

Role

Do you have a passion for offering excellent customer services while dealing directly with the public for responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast-paced contact centre environment?

Would you like leading a group of people committed to these goals be your dream team?!? If yes, we are looking for you!

Reporting to the Manager of the Contact Centre, this position is responsible for the annual recruitment and training of all staff in the Contact centre related to the Alberta Parks campground reservation planning delivery channels; assisting caller and making on-line campsite reservations at select Alberta campgrounds and providing Alberta trip planning services. The individual is responsible for content preparation of training material and interpretation of all campsite reservation services, rules and procedures, planning, as well as the ongoing quality control and coaching of direct report staff. The individual ensures that full and accurate information is being provided to the public and that adequate records are maintained related to these calls.

The Team Lead, Parks has primary responsibility for achieving the following outcomes:

• Promoting the Reserve.AlbertaParks.ca website and the customer using it to make reservations.
• Monitor for call volume anomalies, taking immediate action where necessary to improve service levels by adjusting staff schedules and staff skill sets.
• Provide content information and expert advice relating to the legislation for Parks Contact Centre staff.
• Interprets policies and procedures as it relates to the appropriate assigned responsibility areas related to Parks lines of business.
• Prepares daily, monthly, and yearly reports of statistical information for Forestry, Parks, and Tourism.
• Provide ongoing supervision, mentoring and coaching to staff.
• Develop and prepare training materials, and skill challenges for new and experienced staff.
• Maintains close communication with the appropriate program staff to ensure that the Contact Centre staff are kept up to date on developments and changes to policies and procedures.

The Team Lead Will Achieve This Outcome By

• Leading, inspiring, and engaging Information Officers to make it an effective and highly productive team;
• Working collaboratively to plan, develop, oversee, and continuously improve Service Alberta Red Tape Reduction Contact Centre (SARTR) services;
• Recruiting and developing Information Officers;
• Engaging the clients and Alberta Parks, in continuous service improvement and service management.

To Be Successful, The Incumbents Must Possess

• Excellent analytical and organization skills
• Excellent interpersonal and communication skills (Verbal and written)
• Strong problem-solving skills and multi-tasking abilities
• Strong supervisory skills and assertiveness training abilities
• Excellent leadership and judgement skills
• Highly proficient MS Office Skills

Qualifications

One year certificate in a related field plus two years related experience; or equivalent as described.

Equivalency

Directly Related Experience Or Education Considered Based On

• 1 year of experience for 1 year of education; or
• 1 year of education for 1 year of experience

Requirements

• Minimum one year experience in leadership and supervision of others.
• Knowledge of Alberta Parks policies, procedures, and databases.
• Extensive knowledge of the practical application of the contact centre industry and dealing with the public.
• This position will be required to work evenings and weekends during the peak camping season.

Assets

The Following Is Considered As Assets

• Special knowledge of Alberta Parks, the Campground Guide and the services offered by the Public Information Unit.
• Excellent knowledge of the appropriate policies and procedures associated with Alberta Parks as well as how our Department, Tourism Parks, and Recreation and other organizations and affiliate businesses work.
• Good working knowledge of the BERNIE phone system, and the Department's computer system and data collection applications.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

The link below will assist you with understanding competencies: https://www.alberta.ca/assets/documents/psc-alberta-public-service-competency-model.pdf

Systems Thinking: you will consider how work completed can impact a variety of other groups/projects inside and outside the Alberta Public Service.

Creative Problem Solving: you will assess options and implications in new ways to achieve outcomes and solutions.

Agility: you will need to provide results in a complex, diverse, and changing environment.

Drive for Results: you will work with your team to set goals and priorities and to deliver outcomes that are consistent with the direction of the department.

Develop Networks: you will proactively build networks, connect, and build trust in relationships with different stakeholders.

Build Collaborative Environments: you will lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.

Develop Self and Others: you will drive by example a team culture that is focused on continuous learning and growth and encourage self-development through experience sharing.

Salary

$ 2,088.33- $2,716.64 bi-weekly ($54,505-70,904/year)

Notes

Applications must include a well-written cover letter and resume that indicates how your experience aligns with and what from your experience you would bring to this position, to be considered for this competition.

This position is located out of the Terrace Building 9515 107 Street Edmonton, AB.

Currently, there is one permanent position available.

Final candidates will be required to undergo a security screening.

Links and information on what the GoA has to offer to prospective employees.

• Management Employees Pension Plan (MEPP) – https://www.mepp.ca
• Public Service Pension Plan (PSPP) – https://www.pspp.ca
• Pension plans:
• Working for the Alberta Public Service – https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx
• Leadership and mentorship programs
• Promotion and development opportunities in the organization
• Professional learning and development
• Positive workplace culture and work-life balance

Research Alberta Public Service Careers tool https://researchapscareers.alberta.ca

How To Apply

Click on the “Apply Now” button.

Candidates are required to apply for a job online. Please visit https://www.alberta.ca/navigating-online-jobs-application.aspx to learn more about creating a candidate profile and other tips for the Government of Alberta’s online application system.

If you are not currently an employee with the Government of Alberta, the first step in applying for a job is creating your candidate profile within our online application system, click here to access the main log in page where you are able to ‘Create an account’, reset your password (‘Forgot your password’) or ‘Sign In’ should you already have an account.

Existing employees should access the Career tile in 1GX to submit their application in order to be recognized as an internal applicant.

Once you have created your candidate profile, visit the Alberta Public Service job site to apply for jobs at https://www.alberta.ca/alberta-public-service-jobs.aspx

Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

Resources For Applicants

• Https://www.alberta.ca/alberta-public-service-hiring-process.aspx
• Https://www.alberta.ca/apply-for-jobs-with-the-alberta-public-service.aspx
• Https://alis.alberta.ca/look-for-work/

It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)

https://www.alberta.ca/iqas-overview.aspx . or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information .

Applicants are encouraged to include the assessment certificate from IQAS or any other educational assessment service as part of their application.

Closing Statement

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.

If you require any further information on this job posting or a copy of the role profile, and/or require a disability related accommodation during the recruitment process, please contact Liliane Karara at [email protected].

If this competition is closed as per the closing date noted above, please continue to check http://www.jobs.alberta.ca for a listing of current career opportunities with the Government of Alberta.