Cape Breton Regional Municipality

Weekdays Weekends Evenings Nights Shift On-Call Holidays

Description

Position Title/Classification: 311 Contact Centre Operator

Department: Technology & Communications

Location: Communications Centre

Reporting to: Manager, 911/311

Bargaining Unit: CUPE Local 933 (Inside Workers)

Salary: As per the current CUPE 933 Collective Agreement

JOB SCOPE

Under the general direction of the 911/311 Manager, and supervision of the 311 Team Lead, the 311 Contact Centre Operator will deal with several inbound and outbound calls concerning a wide variety of CBRM services. The Operator assists in bringing client’s concerns, complaints, and issues to conclusion by referral, service request/dispatch or call back.

BARGAINING UNIT: CUPE Local 933 (Inside Workers)

SALARY: $26.76 / hour - As per the current CUPE 933 Collective Agreement

HOURS OF WORK

The Center is open 24 hours per day/365 day per year.

During emergency situations, may be asked to work on short notice.

MAIN FUNCTIONS

• Provides accurate information to the public and internal clients in a clear, courteous, and professional manner as it relates to a wide array of CBRM services.
• Listens, questions, and analyses to determine and resolve the underlying needs of customer concerns.
• Applies a wide variety of service and program guidelines in resolving concerns which are based on knowledge of CBRM services and knowledge of needs of the client.
• Operates various computerized communication consoles, software programs, and associated equipment to receive, assess and relay information from the caller to department personnel in a courteous, accurate and expedient manner.
• Determines information needs and records in several computer-based systems customer feedback information and technical data.  This information can be in the form of complaints, compliments, suggestions, and requests for service.
• Assists in conducting customer satisfaction surveys for internal departments and/or service marketing with external customers.
• Triages requests, and respond to requests from public, partner agency, and internal clients.
• Obtains all essential information and accurately enters the data into the software system.
• Undertake administrative responsibilities such as faxing, typing and general office procedures as required within the call centre.
• Other duties as assigned by the Manager, 911 & 311 or designate.

MINIMUM QUALIFICATIONS: (Must include copies of the items listed below)

• Grade 12 Diploma or equivalent.
• An equivalent combination of education and experience may be considered.
• Experience in using varying computer applications such as Microsoft Office.
• A Criminal Records Check is required as a condition of employment.
• Medical assessments including but not limited to physical, vision, and hearing tests may be required. The assessments must show the capacity of performing tasks of the classification. This will take place at a later date.

PREFERRED QUALIFICATIONS:

• Post-secondary education in clerical, computer related tasking, or another related field.
• Call Centre experience will be considered an asset.

ADDITIONAL QUALIFICATIONS:

• Emergency First Aid/AED/CPR

KNOWLEDGE, SKILLS, AND ABILITIES:

• Able to learn the techniques, procedures and methods used in the operation of a public service communications center quickly and interpret them correctly.
• Demonstrated knowledge of municipal operations, department functions and procedures.
• Ability to understand and locate policies, procedures, and departmental operational guidelines.
• Proven demonstrated abilities in a multi-tasked, windows-based computer environment.
• Ability to coordinate and efficiently multi-task and complete assignments without error.
• Communicates effectively to assist citizens in person, by telephone, email, and/or online chat.
• Obtains accurate information from callers while entering information into a computer.
• Produces timely, accurate form reports using clear and concise communication.
• Remains composed and organized under pressure or in high stress situations.
• Works well in a team environment and develops effective team relationships.
• Proficient in the use of computer software including but not limited to:  Microsoft office, Sharepoint, City Works, Elements, Xperience.
• Ability to organize and problem solve and prioritize multiple and sometimes conflicting requests across the varying departments within CBRM.
• Ability to read and understand maps.

CLOSING DATE FOR APPLICATIONS: Friday, May 23^rd, 2025, 4:00PM

Location Information

Community

Sydney

County

Cape Breton Regional Municipality

Province

Nova Scotia

Country

Canada

Opportunity Information

Employer

Cape Breton Regional Municipality

NOC Code

—

Experience Required

An Asset

Available Openings

—

Pay Type

Hourly

Pay Period

Hourly

Remuneration Per Pay Period

$26.76/hour

Estimated Weekly Hours

—

Start Date

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End Date

—

Language

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Posted on

May 6th 2025

Expires

June 5th 2025