COMPANY: The Government of Alberta, Service Alberta & Red Tape Reduction

JOB TITLE: Sr. Contact Centre Agent

PLACEMENT TYPE: Temp / Temp To Perm (Est. 4-6 month contract)

COMPENSATION: $24/hour + shift premiums(up to +$8.25/hour)

ADDRESS: Central Edmonton

LOCATION: 100% on site

HOURS:Full-time with a rotating schedule. Must be willing to work mornings, evenings, and night shifts.

DUTIES & RESPONSIBILITIES:

The Contact Centre Agent will be responsible for supporting 4 different programs.

1st program -Work Alone Monitoring

• Government employees that work alone have to regularly check in throughout the day in intervals using an online app.
• When these government employees enter high-risk situations, the Safety Communication Officer is responsible for monitoring their check-in timers and checking in on agreed-upon intervals.
• If the person does not answer, they are expected to gradually escalate their outreach methods. Sometimes this can result in needing to call 9/11 if the individual does not respond. In this situation, the police service will send an officer to go and perform a wellness check.

2nd program - Public Lines

• This contact centre answers callsfor 310-lands, 310-fire as well as the Office of The Chief Medical Officer.
• 310-lands, is a provincial park enforcement line where citizens or government employees can call in to report suspicious activity or ask questions.
• 310-fire, is a provincial phone line where citizens or government employees can call in to report wildfires or check in on the status of an active wildfire.
• They will also be responsible for supporting the Office of The Chief Medical Officer. This is a line that is rarely used but it is available to the public in case citizens or government employees need to report the possible outbreak of a foreign disease or illness.

3rd program - Peace Officer Communications

• As Peace Officers perform their day-to-day duties, sometimes they call into this line to get information regarding license plate checks, vehicle registration information, as well as driver's license information.

4th program - Confidential.

• Confidential.

SOFTWARE:

• AFRCS
• CS1

MUST HAVES:

• STRONG computer skills, use a 4-monitor setup
• 3+ years of customer service experience, preferably in a contact centre or somewhere that required complex problem solving & critical thinking
• MUST be able to work the required shifts (especially the overnight shifts)
• Polished communication & interpersonal skills
• Professionalism & ability to maintain high levels of confidentiality
• Critical thinking abilities & ability to make decisions with limited information
• Ability to stay calm under pressure
• Creative problem solving

LIKE TO HAVES:

• Experience working with radios
• Experience working with law enforcement or in a high-pressure medical environment
• Previous contact centre experience

PRE-EMPLOYMENT TESTING:

• Criminal background check

WHY SHOULD YOU WORK HERE:

• Opportunity for role to convert into a permanent role dependent on organizational needs and personal performance.
• Great professional development opportunity with the ability to learn a lot about different government programs, and emergency procedures.
• If converted into a permanent employee you will receive a pension, full benefits, and a stable long-term position.