Knowledgebase & Online Support Coordinator, Contact Centre

1 week ago

Toronto, Ontario, Canada George Brown College Full time

Competition Number: REQ 6126

TITLE: Knowledgebase & Online Support Coordinator, Contact Centre

DIVISION: Office of the Registrar

SALARY: Payband H, starting rate $ per hour

HOURS: Monday to Thursday 9:30am to 5:30pm, Fridays 9:00am to 5:00pm

HOURS PER WEEK: 35

LOCATION: 200 King

STATUS: Full Time Support

EFFECTIVE DATE: Immediately

CLOSING: June 14, 2024

LandAcknowledgement

George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.

Equity Statement

George Brown College is committed to creating and sustaining an equitable and inclusive learning and working encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.

GBC Vision

To be a college renowned for its inclusion, excellence, relevance, impact, and leadership.

Position Summary:

The Contact CentreKnowledgebase & Online Support Coordinator administers content in theinternal and external (Ask George) knowledgebases, department's businessprocesses and training documentation. Maintains content, reviews for accuracyand avoid duplication of content to provide clear and concise answers to staff,students and the general public.

Key responsibilities:

Co-ordinates the Contact Centre Internal, Public Ask George, and Contact-Centre owned Knowledgebases.
Prepares and communicates with GBC stakeholders and Contact Centre staff monthly reports on knowledgebase system health for accuracy and quality of answers.
Prepares performance reports to stakeholders and management team and assess trends, track Key Service Indicators (KSI), recommending and implementing improvements to the knowledgebase.
Reviews error reports and developing new answers by coordinating information from other subject matter experts.
Develops criteria for knowledgebase in order to meet quality standard to match questions asked with the appropriate answers.
Researches, drafts, updates, finalizes and posts answers to the internal and Public knowledgebases.
Oversees the recruitment, hiring, training, scheduling, and contract administration needs of the Online Support part time staff and student ambassadors.
Monitors and reports on services provided by the Online Support team and recommends course of action for services to meet service targets and opportunities for improvement.
Examines and determines customer needs, pointing them in the right direction and providing advice on the most appropriate course of action needs via any of the service modes (phone, live chat, FaceBook Direct Messages, , and SMS) available.
Ensures timely and accurate information is provided upon request and communicated in an efficient, professional and customer-focused manner.
Other duties as assigned.

Educational and Experience Requirements:

Three-year diploma/degree or equivalent from a recognized post-secondary institution in Business Administration, Marketing, Community Services, Public Relations, Information Technology or other related fields is required.
Minimum of three (3) years' practical related experience in a high-volume customer service environment, preferably within an education environment using a computerized student information system.
Progressive leadership experience in a Registrar's Office, Student Service Centre or Contact Centre.
Practical experience in a technical database environment processing data.
Experience in developing, coordinating and conducting training programs.
Experience as knowledge management specialist to collect, structure, digitize and share information with stakeholders.

Skills and Attributes:

Solid analytical, problem solving and decision-making skills to identify problems, determine possible solutions, and select appropriate actions.
Excellent time management, multitasking and organizational skills; ability to complete tasks and meet deadlines, while working with competing priorities and interruptions.
Excellent communication, collaboration, teamwork and interpersonal skills.
Demonstrated commitment to uphold the College's priorities on diversity and equity.

Interview process may consist of a practical skills component.

Notes:

The College requires proof of degrees, credentials or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews or offer. Priority will be given to internal candidates per our Support Staff Collective Agreement. External candidates are welcome to apply, and their applications will be considered after the internal review is complete. George Brown College may keep applications for up to 12 months and may contact you for future opportunities.

About Us:

prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a . See why we are consistently ranked as one of .

George Brown College offers hybrid work opportunities, a competitive pension plan, generous holiday and vacation time, a tuition assistance program, discounted rates for employees taking Continuing Education courses, and an equitable work environment where everyone matters.

George Brown College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

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