Team Lead - Contact Centre and Quality Assurance - Group Administration


Openings 1
Location Name
Alberta Blue Cross - Edmonton
Edmonton, Alberta, CA
Date Posted Apr 09, 2018
Profession Administrative
Career Level(s) Experienced (Non Manager)
Job Type(s) Permanent, Full Time
Education Level(s) Certificate, Diploma
Job ID job-9305

Position Summary

With the guidance of the Team Manager, the Team Lead supports and provides direction to employees on complex administration and contractual issues, ensuring timely, accurate administration and exceptional service deliverables are maintained.

The successful candidate must possess a strong attention to detail, leadership skill set, exemplary interpersonal skills and a positive, professional attitude. In addition, the role requires strong problem solving skills, change management aptitude, effective research and analytical approaches and a firm commitment to providing exceptional service to both our internal and external customers.


  • Serves as a senior resource for Administrators in response to their questions and suggestions and assists with research and the administration of complex issues.
  • Monitors turnaround, volumes and prepares reports as required.
  • Ensures continuous communication and knowledge transfer with staff by sharing any changes to policies, procedures, or contract provisions.
  • Plays an intricate role in the mentoring, training and coaching within the team and is able to provide input in performance management.
  • Responsible for scheduling late night shifts and updating staff calendars on a monthly basis
  • Plays an active role in process and systems reviews, providing feedback and recommendations as required.
  • Represents Contact Centre and Quality Assurance and presents issues and solutions with internal and external group clients.
  • Performs special functions, assignments and projects at the request of the Team Manager and Manager.
  • Provides information and works closely with both internal and external auditors under the direction of the Team Manager and Operations Manager.
  • Monitors existing procedures to ensure continued efficiency and to identify improvement opportunities. 
  • May represent Group Administration on various corporate teams, working groups and projects.


  • Post secondary degree or diploma in administration or a related field
  • Highly customer-centric with a demonstrated commitment to exceptional customer service both internally and externally. Contact Centre experience is an asset.
  • Excellent interpersonal skills coupled with strong skills in verbal and written communication
  • Requires above average attention to detail and accuracy
  • Proven strong analytical and problem-solving skills
  • Ability to work under pressure, meet tight deadlines, prioritize and manage multiple tasks, projects and deadlines all without jeopardizing quality
  • Team player, positive attitude and approach of continuous improvement
  • High proficiency with Microsoft office (Word, PowerPoint, Excel and Outlook). Alberta Blue Cross systems proficiency is an asset.
  • Previous insurance industry background is an asset
  • Completion of, or willingness to complete Customer Services Supervisory/Leadership certificate
  • Some overtime maybe required.

Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. This position will remain open until a suitable candidate is selected.  If you have the qualifications we are looking for, apply online at



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