November 2016 – November 2019

As a Team Leader in the Service Canada Client Services Centre I was responsible for supervising a team of 12-14 employees. My role required technical knowledge of the services and programs offered by the government as well as expert client service skills. In addition to managing my team I played a role in the hiring proccess and training/onboarding program. I utilized my creative and social strengths as a designated lead of the Social Events Team to promote a culture of diversity, inclusivity and healthy overall employee morale.

My Key Responsibilities:

1. Supervision and Support:
   • Overseeing a team of customer service representatives, providing guidance, support, and performance feedback to maintain service standards.
2. Training and Development:
   • Identifying training needs and facilitating ongoing development programs to enhance team skills and knowledge.
3. Performance Monitoring:
   • Tracking individual and team performance metrics, such as call handling times and customer satisfaction, to ensure targets are met.
4. Quality Assurance:
   • Conducting regular assessments of calls and interactions to ensure compliance with Service Canada’s policies and procedures.
5. Issue Resolution:
   • Handling escalated client inquiries or complaints, ensuring timely and effective resolutions.
6. Workflow Management:
   • Coordinating schedules and workloads to ensure adequate coverage and efficient operation during peak periods.
7. Policy Implementation:
   • Ensuring team adherence to federal regulations and Service Canada guidelines related to CPP and OAS programs.
8. Communication Liaison:
   • Serving as a bridge between management and frontline staff, conveying updates, procedural changes, and organizational goals.
9. Data Analysis:
   • Reviewing call centre data to identify trends, areas for improvement, and opportunities to enhance service delivery.
10. Client Service Enhancement:
    • Implementing strategies to improve the client experience, ensuring that services related to CPP and OAS are accessible and responsive to client needs through coaching.

Highlights:

It feels great to be recognized for your passions and strengths. In the Team Leader role I was given the opportunity to do more than just my essential role but I was also asked to be a social committee leader to provide employees with an enjoyable workplace that celebrates achievements, culture, diversity and individuality. We planned events, created decorations and volunteered to raise funds for our social committee activities. My exceptionally great work as a committee leader earned me a nomination as our Federal Fund Raising lead for the department representing over 200 employees in our building. I leveraged a team of volunteers to raise funds for Unicef and broke records for the money earned. We raised funds through various activities, sales, competitions and contributions from our employees.

See Related Work