Call Centre Agent

2 weeks ago

Toronto, Canada Toronto District School Board Full time

No.: CUPE C-23-0060UTE
POSTED: March 8, 2023

DEADLINE: 4:30 p.m. March 16, 2023

**\**

**Call Centre Agent**
2 - Acting Positions

**Security Operations**
**CUPE Local 4400 Unit C - Grade J (12 Month)**

**$27.40 per hour
**(It is anticipated that the acting assignment will end on June 30, 2023)
**The Toronto District School Board adheres to equitable hiring, employment and promotion practices.**
- The TDSB Security Operations 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 incoming calls from the TDSB’s main emergency telephone number; _
- _Monitor surveillance systems for alarms such as fire, power failure, building systems failure, gas _
- detection, and break-ins; _
- _Monitor video surveillance systems; _
- _Monitor building automation systems; _
- _Operate various types of communication systems (telephone, pagers, computer, etc.); _
- _Log and track incidents; and _
- _Create emergency maintenance work request notifications _

**Summary of Duties**:
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;
Log details of alarms and/or reported alarm-related incidents;
Receive and respond to incoming calls from the TDSB’s main emergency 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;
Liaise with TDSB or contracted security personnel and external alarm monitoring services;
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, Ambulance, Toronto Works Department, or TDSB personnel);
Relay messages among supervisory staff and front-line personnel;
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;
Receive incoming calls via the TDSB’s emergency telephone number, which is linked to an ACD/CTI

system for emergency facility repair requests;
Receive calls by telephone for personal emergency assistance; e.g. injuries, accidents, etc.;
Log details of reported incidents;
Maintain data for the telecommunication information system;
Participate in monthly ACD, CTI and Remedy agent performance reviews and communication skills

evaluations;
Assist in 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;
Communicate in person with various staff and visitors who come to the Call Centre for a variety of

reasons; and
Other 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;

spreadsheets, databases, and SAP PM and Remedy);
Ability to document information accurately; and
Knowledge of general office procedures.**
**Location**:140 Borough Drive (wheelchair accessible)

**Shift**:Rotating Shifts, Day/Evening/Night

**Hours**:40 hours per week

**Work Year**:12 months

**Please note**:
Applications **must **be submitted:
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 _

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