Call Centre Agent (Part-time) (Acting) Job Vacancy in Toronto District School Board Toronto, ON – Latest Jobs in Toronto, ON
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Company Name : Toronto District School Board
Location : Toronto, ON
Position : Call Centre Agent (Part-time) (Acting)
Job Description : No.: CUPE C-22-0098UTE
POSTED: March 21, 2022
TDSDEADLINE: 4:30 p.m. March 29, 2022
Posted: ____________
Deadline: 4:30 p.m. _____________
Call Centre Agent (Part Time)
1– Acting Position
Facility Services
CUPE Local 4400, Unit C – Grade J (12 Month)
$27.40 per hour
(It is anticipated that the acting assignment will end on August 31, 2022)
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
general inquiry services to all TDSB departments and the community.
Reporting to the Physical Plant Security Coordinator, the Call Centre Agent will:
Provide telephone answering service for the general TDSB inquiry number;
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
hardware and voice-mail boxes;
➢ 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;
➢ Prepare reports utilizing word processing, spreadsheet and database applications; and
➢ 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;
➢ Proficiency and expertise in the use of computer technology (e.g., e-mail, word processing,
spreadsheets, databases, and SAP PM and Remedy);
➢ Ability to document information accurately; and
➢ Knowledge of general office procedures.
Location: 140 Borough Drive
Shift: Rotating Shifts, Day/ Evening/ Night/ Weekends and statutory holidays
Hours: 24 hours per week
Work Year: 12 months
Notes:
1. It is anticipated that interviews will take place within two weeks after the closing date of this
competition.
2. It is anticipated that the successful applicant will commence as soon as possible and practical.
Please note:
Applications must be submitted:
1. in résumé form with a covering letter to: application.submission@tdsb.on.ca
2. with competition # CUPE C-22-0098UTE in the subject line
3. Apply no later than 4:30pm on March 29, 2022
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 application process.
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