Contact Centre Advisor
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 Training, Colleges and Universities (MTCU) 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 on-occasion, in-person.
The successful candidate will possess 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.
Manager, Contact Centre
Office of the Registrar
Humber North Campus
Skill Testing Required:
Hourly Wage Rate:
Payband E, Start Rate: $24.63 Maximum Rate: $28.55
Hours of Work:
35 hours per week (Mon - Thurs 9:30 am – 5:30 pm and Fri 8:30am – 4:30pm)
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