Call Centre Operator

Date Posted: 10/04/2024

Req ID: 39974

Faculty/Division: Asst VP – Operations & Services

Department: Campus Safety-Admin

Campus: St. George (Downtown Toronto)

Position Number: 00002202

Description:

About us:

The University of Toronto Campus Safety has been an institution on the St. George campus since 1904 and is dedicated to creating a safe, secure and equitable environment for students, staff, faculty and visitors.

Your opportunity:

Reporting to the Manager, Security Operations and Systems, the Call Centre Operators answer non-emergency telephone calls to the Campus Safety Service. The incumbents also handle in-person enquiries and act as a first contact to all clients, contractors, students, faculty, visitors and staff, some of whom may be in distress. Calls range from general enquiries to requests for service, including calls relating to caretaking, maintenance, and trades services.

Your responsibilities will include:

• Acting as the first point of contact for general enquiries
• Responding to enquiries within the defined scope of the role and redirecting as appropriate
• Providing detailed information on processes, policies, and procedures
• Liaising with Campus Safety to coordinate emergency support activities
• Liaising with contacts to ensure consistent administration procedures are followed
• Updating and maintaining records

Essential Qualifications:

• College Diploma (2 years) or acceptable combination of equivalent experience.
• Two (2) years of related experience in a call centre environment, handling telephone and computer terminal operation.
• Experience in a central station or security dispatch centre an asset.
• Excellent computer skills, including proficiency with Microsoft Office (Word, Excel, Outlook)
• Good interpersonal skills; pleasant and efficient telephone manner.
• Ability to communicate effectively and clearly, with tact and patience.
• Ability to perform multiple tasks under pressure of constant demands in a stressful environment.
• Superior customer service skills; ability to work in a team environment.

To be successful in this role you will be:

• Communicator
• Diplomatic
• Multi-tasker
• Team player

Please note: The hours of work are from 3:00 p.m. to 11:00 p.m., Monday to Friday

Closing Date: 10/15/2024, 11:59PM ET

Employee Group: USW 

Appointment Type: Budget – Continuing 

Schedule: Full-Time

Pay Scale Group & Hiring Zone:

USW Pay Band 07 — $59,172. with an annual step progression to a maximum of $75,673. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 

Job Category: Campus Safety

Recruiter: Khristen Sivaramalingam

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

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