Call Centre Agent - Toronto, Canada - Toronto District School Board
Description
No:
CUPE C UE
POSTED:
June 6, 2023
DEADLINE:
4:30 p.m. June 14, 2023
Call Centre Agent (Part Time)
1- Permanent Position
Facility Services
CUPE Local 4400, Unit C - Grade J (12 Month)
$27.40 per hour
The Toronto District School Board adheres to equitable hiring, employment and promotion practices.
- The TDSB Call Centre is operated 24 hours per day, 365 days per year, providing emergency and _
- Reporting to the Physical Plant Security Coordinator, the Call Centre Agent will: _
- _Provide general information to the public (i.e. answers to TDSB FAQs and information as_
- directed by specific administrative departments;_
- _Receive and re-direct emergency calls;_
- _Monitor surveillance systems for alarms such as fire, power failure, building systems failure,_
- gas detection, and break-ins;_
- _Monitor video surveillance and building automation systems;_
- _Operate various types of communication systems (telephone, pagers, 2-way radio, computer,_
- etc;_
- _Log and track incidents; and_
- _Input maintenance work order requests._
Summary of Duties:
Receive incoming calls from the TDSB's main telephone number, which is linked to an automatic
call distribution system (ACD) or a computer telephony integration system (CTI);
Receive and respond to calls by telephone from the public(e.g., the after-hours community use of
schools or other queries);
Provide general information to the public and answer frequently asked questions (FAQs) auxiliary
to the TDSB website;
Maintain excellent rapport and appropriate public relations with the public;
Receive incoming calls via the TDSB's emergency telephone number, which is linked to an
ACD/CTI system, or via radio, for emergency facility repair requests;
Receive calls by telephone or radio for personal emergency assistance; e.g. injuries, accidents,
etc.
Log details of reported incidents;
Operate the SAP Plant Maintenance computer system to create emergency work request
notifications;
Query the SAP PM system to provide responses to questions re the status of work requests;
Operate the Remedy Problem Tracking system and computerized telephony integration system
(CTI);
Notify appropriate personnel to respond to emergencies via telephone, pager or radio(i.e. Toronto
Fire and/or Police Services, EMS, Toronto Works Department, or TDSB personnel);
Relay messages among supervisory staff and front-line personnel;
Operate surveillance systems for alarms such as fire, power failure, building systems failure, gas
detection, break-ins, buildings' early opening, and fail to close, Monitor building automation
systems; Operate central radio system;
Log details of alarms and/or reported alarm-related incidents;
Communicate with various staff and visitors who come to the Call Centre;
Liaise with TDSB or contracted security personnel and external alarm monitoring services;
Maintain data for the telecommunication information system;
Provide first-level telephone problem resolution for all TDSB voice telephone lines, associated
Track all pertinent information using the telecommunication information system;
Participate in monthly ACD, CTI and Remedy agent performance reviews and communication
skills;
Assist analyzing data and producing Call Centre statistical information reports and Automatic Call
Distribution system reports;
Assist analyzing data and verifying accuracy of charges from the Police and Fire Services for
attendance to false alarms;
Other related duties as assigned.
Qualifications:
Secondary school diploma and one year of related experience including extensive telephone
communication experience, or an equivalent combination of education and experience;
Proven ability to communicate effectively with a customer service focus;
Proven ability to deal with difficult calls/situations and to take appropriate action in stressful or
emergency situations according to Board and/or department procedures/guidelines;
Familiarity with telecommunications, radio, surveillance and building automation systems;
Proficient keyboarding skills;
spreadsheets, databases, and SAP PM and Remedy);
Ability to document information accurately; and
Knowledge of general office procedures.
Location:140 Borough Drive (wheelchair accessible)
Shift:
Rotating Shifts, Day/ Evening/ Night/ Weekends and statutory holidays
Hours:24 hours per week**
Work Year:12 months
Please note:
Applications
must be submitted:
Only applicants selected for an interview will be contacted. Applications will not be acknowledged in writing.
_We strive to meet the accommodation needs of persons with disabilities. _
**_Applicants are encouraged to make their needs for accommodation known in advance during the _
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