Team Leader – Operations Support
Quantum 120 reviews - Ottawa, ON

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Team Leader – Operations Support

Salary from $32.60 (Hourly)

Work Unit: Operations Support Unit (OSU)
Reporting to: Quantum Project Manager
Project: Canada Enquiry Centre (CEC)

Overview of Work Unit:

Built around a dynamic, team-based environment, the Operations Support Unit (OSU) provides support and development to the Canada Enquiry Centre (CEC) which delivers quality information services for the Government of Canada (GOC). The CEC’s main business lines are the following:

- 1 800 O-Canada – which is the primary toll-free access point for information on GOC’s programs, services and initiatives
- Customized Information Services – which deliver a variety of communications services on behalf of GOC’s clients that relate to specific issues, initiatives and crisis situations
- On-line Enquiry Services – which provide e-mail support for a variety of GOC’s Internet sites, including the Canada site (the primary Internet access point for the GOC)
- Other business lines that require attention from the OSU include: Business Liaison Unit, Editing and Linguistic Services and Information Management Centre

The OSU supports the various lines of business through:

- Metrics and data/trend analysis and reporting
- Preparation of call volume forecasts
- Testing of application development
- Workforce management
- Design and maintenance of business solutions
- Various administrative tasks, as required

Summary of the Role:

Overseeing the OSU staff, the Team Leader’s main objective is to ensure the timely and accurate responses to both ongoing and ad-hoc requests from internal and external audiences. It is also the responsibility of the Team Leader to seek out new opportunities for the unit to provide enhancements that increase efficiencies in the Operations Unit.

Scope of Work:

Core Duties

The Team Leader will be expected to perform all of the following core duties:


- Coordinate all work unit activities for new and existing projects
- Monitor service levels and ensure deadlines are met
- Identify, implement and review quality assurance procedures

Internal and External Communication

- Communicate trends and policy changes to staff members
- Establish and maintain contact with internal stakeholders and ensure all parties are kept up to date by requesting and offering information updates as necessary

Support, Feedback and Development

- Manage the OSU support staff’s activities by acting as a resource person for work-related enquiries and by assisting them in their daily tasks through the review and editing of reports and tools
- Review and update employees’ files
- Play an active role in the professional development of OSU support staff by providing feedback, coaching and help in establishing career goals


- Coordinate and participate in the recruitment of OSU staffing conjunction with the employer
- Communicate various staffing recommendations to the employer, including the hiring of new staff and the reassignment or re-evaluation of current staff members
- Provide the employer with recommendations regarding the participation of staff members in various projects and activities

Administrative tasks

- Forecast and coordinate various administrative requirements within the work unit such as preparing schedules and approving timesheets and vacation requests
- Establish, update and document OSU procedures

Professional Development

- Maintain knowledge of forecasting methodologies & application, data analytics and call center technologies/methodologies
- Continue to refine skills in all facets of the role described above through training and development


This category lists all the skills and competencies that a Team Leader must display in order to perform proficiently.

Core Competencies

A Team Leader will be expected to display all of the following core competencies in order to successfully carry out all duties associated with the position:


- One year supervisory/managerial experience
- Excellent oral and written communication skills in both official languages
- Excellent research, analytical and problem-solving skills
- Excellent coaching and leadership skills
- Excellent time-management, organizational and multitasking skills
- Excellent attendance and punctuality
- Excellent attention to detail
- Extensive knowledge of the database structure and programs
- Experience in office administration and file management systems (an asset)
- Ability to act as a role model and promote and enforce policies and procedures
- Ability to identify the need for, prepare and deliver training and information sessions for staff members
- Ability to work within a team as well as independently, and with little supervision
- Ability to edit and proofread documents
- Receptiveness to feedback


- Experience in layout and design, development and implementation of reports for varying levels of management and clients
- Excellent knowledge of spreadsheets and software used for reports
- Strong knowledge of Excel 2010 and Access 2010 as well as being comfortable using SQL and Visual Basic
- Basic programming and Web development skills
- Advanced programming skills (SQL, VB/VBA, C++, Java, HTML etc.) – an asset
- Knowledge of workforce management and telecommunications management software (an asset )
- Strong knowledge of word processing and presentation software, such as Word and PowerPoint
- Knowledge of software testing practices and procedures
- Experience in using the reporting features of in-house applications such as Impact (an asset)


- Excellent judgment
- Professionalism, reliability
- Positive attitude
- Will to help others
- Ability to handle stress inherent to the position and quickly adapt to changes in the work environment
- Flexibility (schedule changes, additional hours, last-minute notification)

Please contact Quantum Management Services if you have any questions about this position.

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Contact Information
Daniel Boulay

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We appreciate all expressed interest in this position, however, only the candidates selected for interview will be contacted. You will certainly be contacted before we submit your resume to any of our clients.

Quantum is an equal opportunity employer.

About this company
120 reviews
Established in 1982 in Hong Kong, Quantum Data Systems (QDS) is an independent distributor of branded IT and facility solutions, including...