Call Centre Technical Writer

4 days ago


Waterloo, Canada Region of Waterloo Full time

Supports the corporate Service First Contact Centre (SFCC) by functioning as primary point of contact for client department business units to create and maintain related business workflows and call scripts. Liaises with client departments, holds meetings and discussions on future state plans. Assists to prepare and deliver training to SFCC staff on workflows and scripts.

Knowledge, Skills & Abilities Required:

- Knowledge and skills acquired through a 2-year community college diploma in a related field plus 2 years of related computerized call centre experience OR a 3-year bachelor’s degree in a related field (e.g., computer science, information systems, applied information technology) plus 8-12 months of related experience.
- Knowledge of process mapping and call scripting; computer programs; CRM technology and account management; design and configuration of call centre systems; best practices related to classification, testing, and migration plans; process interactions; project coordination; and writing skills.
- Knowledge of and ability to comply with policies, procedures and legislation (e.g., privacy).
- Basic understanding of programs and services delivered by the Region, local municipalities, provincial and federal governments, and community organizations.
- Analytical, research, organizational, and problem solving skills to analyze and interpret data and develop recommendations for service improvements.
- Facilitation and communication skills to train call centre and client business unit staff on using call centre systems; conduct presentations and provide information in individual and group settings; advise others regarding decisions, changes, and other relevant information; and participate as an effective team member.
- Ability to read and interpret policies, procedures, system operating manuals, and data. Ability to write reports, training material, and correspondence.
- Computer skills using software such as Microsoft Office, Access, Outlook, Visio, and an electronic document management system.
- Ability to travel within Waterloo Region.
- Ability to support and demonstrate the Region’s values.


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