The 311 Contact Centre Team Lead manages the daily operation of activities of the 311 call centre and offers technical, process and procedural guidance to ensure an effective 24 hour seven-day-per-week operation. The Team Lead is responsible for managing teams of up to 20 Contact Representatives I & II (CSR's) in the 24/7 operation, for providing general information and customer assistance, and for recommending and implementing process and procedure improvements based on customer feedback, stati
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