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Contact Centre Advisor

Job ID:

2017-1055

Open Date:

09/11/2017

Close Date:

09/29/2017

Position Summary

Reporting to the Manager, Contact Centre, the Contact Centre Advisor will provide expert advice and assistance regarding a diverse range of general college and academic program information, college related events and services, academic policy and college processes while providing general knowledge of the other areas as required. The successful candidate must retain a wide range of knowledge on programs, courses, academic policies, Humber and Ministry of Advanced Education & Skills Development (MAESD) policies and procedures, college services and campus events. Specific types of assistance or information requests will include: responding directly to inquiries related to College and Office of the Registrar services/processes; directing specific subject matter questions to experts within the Office of the Registrar or within the academic schools as appropriate for further assistance; providing information and/or directions to a variety of on and off-campus events and campus services; and providing assistance using the college web site and accessing services through MyHumber. The Contact Centre Advisor is responsible for providing information and services through multiple service paths including: by telephone, email and in-person.

Qualifications

The successful candidate will possess at a minimum a two year diploma from a post-secondary institution, as well as a minimum of two years of practical experience in a complex service environment that includes financial transactions. Previous experience working in a high-volume, contact-centre and/or experience working at a Welcome Desk would be considered an asset. The incumbent must demonstrate use of initiative both in planning of work and in taking a pro-active approach to addressing customer concerns. The incumbent must possess excellent oral and written communication skills in order to explain complex policies and procedures effectively. Additional skills and qualifications include: excellent interpersonal, listening, customer service, telephone, and organizational skills; the ability to multitask throughout frequent interruptions, fluctuating volumes, and ongoing deadlines; the ability to perform basic arithmetic; the ability to undertake tasks and duties according to procedures and standard processes; the ability to work well under pressure while demonstrating confidence and good judgement; and flexibility in working as a team member or independently. In addition, the incumbent must possess good working knowledge of the College as a whole, the departments, the academic schools and key personnel. Strong computer skills including proficient keyboarding and web navigation skills, along with knowledge of email software and Microsoft Office Suite, specifically in Excel are also required.

Reports To:

Manager, Contact Centre

Job Type:

Part Time / Contract

Job Classification:

Support Staff

Notes:

Hours of Work: 24 hours/week to be scheduled anytime between Mon-Thurs 8:30am–7:00pm, Fri. 8:30am -4:30pm, Sat. 8:00am – 2:00pm Duration of Need: to March 2018

Division/Department:

Office of the Registrar

Campus/Site:

Humber North Campus

Skill Testing Required:

Yes

Compensation:

Hourly Wage Rate: $16.79

Hours of Work:

24 Hours per week
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