Role Responsibilities

We are seeking a skilled and motivated Team Lead for our Employee Safety Office (ESO). The ideal candidate will provide leadership, direction, and consultation to a dynamic team comprising 15 permanent staff, 4 Senior Radio Operators, and a Technical Analyst. This role oversees the delivery of Workforce Support and Hotline programs, ensuring service excellence across the organization in accordance with departmental procedures, legislation, and policies.

 Your responsibilities include but not limited to:

• Manage daily operations of the ESO to deliver remote and work-alone safety services for approximately 5000 clients across 13 Government of Alberta ministries, agencies, and commissions.
• Oversee staff scheduling for a 24/7/365 work environment and collaborate with technology vendors to propose and implement innovative solutions.
• Develop and implement comprehensive training programs for work-alone monitoring users, ensuring compliance with legislation and operational safety standards.
• Lead recruitment, onboarding, performance evaluation, and development of team members, fostering a motivated and engaged workforce.
• Ensure compliance with the Union Collective Agreement and maintain industry best practices for contact center operations.
• Manage and report on statistical data, operational effectiveness, and improvement opportunities.
• Uphold confidentiality standards and conduct regular audits and reviews.
  
  

To be successful in this role, you will demonstrate:

• Proven leadership experience in managing diverse teams.
• Strong understanding of workforce management in a high-pressure, operational environment.
• Excellent problem-solving, interpersonal, and communication skills.
• Ability to develop and deliver training programs effectively.
• Familiarity with compliance standards, legislation, and accreditation processes.
  
  

Please click on this link to view the job description for this position.

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.

This link will assist you with understanding competencies:

https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Systems Thinking: You will Considers inter-relationships and emerging trends to achieve organizational goals.
• Creative Problem solving you will assess options and implications in new ways to achieve outcomes and solutions.
• Agility:  You will work in a changing environment and takes initiative to change.
• Drive for Results:  you will need to provide results in a complex, diverse and changing environment.
• Build Collaborative Environments:  You will facilitate open communication and leverages team skill.
• 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.

Qualifications

University degree Business Management, Commerce or a related field plus two years of progressively responsible experience.

Equivalency

• Diploma in Radio Dispatch communication or Management Studies supplemented by four (4) years related experience.

Required

• Previous experience in a Supervisory or Team Lead position.
  
  

The following will be considered Assets:

• Experience in managing safety or emergency response programs.
• Certification or training in health and safety, emergency management, or related fields.
• Knowledge of Work Alone monitoring tools, systems, and best practices.
• Experience working in a unionized environment and managing collective agreements.
• Advanced knowledge of data analysis and reporting tools for operational improvements.
• Proven ability to develop and deliver specialized training programs for staff and clients.
• Previous experience in contact center management or similar operational environments.
  
  

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Recruiting for one (1) permanent Full-Time position.

Position is located at Terrace Building, 9515 - 107 Street NW, Edmonton AB.

Final candidates will be required to undergo a security screening. Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA have to offer to propsective employees: 

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.