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Telephone Advisor

4 months ago

Hamilton, Canada Ministry of Labour, Immigration, Training and Skills Development Full time

Employer:

- Ministry of Labour, Immigration, Training and Skills Development
- Type:

- Full-time

Term (Duration):

- 1 Permanent, 6 Temporary assignments/contract up to 12 months with possibility of extension
- Description:
The Ministry of Labour, Immigration, Training and Skills Development is looking for Contact
Centre experience, where there is high-volume and the work has a fast pace. In this position
you will use your superior customer service skills to relay health and safety legislation, to
provide information to workers, employers, members of the public and other stakeholders,
province-wide, on the Occupational Health and Safety Act and regulations and to also create,
where appropriate, event notifications for further review/investigation by the field.

**Positions Available**:

- **1 permanent full-time vacancy**:

- **6 temporary full-time vacancies**

**OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism**:
We are committed to build a workforce that reflects the communities we serve and to promote
a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of
ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn
more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion
in the public service.
We offer employment accommodation across the recruitment process and all aspects of
employment consistent with the requirements of Ontario's Human Rights Code. Refer to the
"How to apply" section if you require a disability-related accommodation.

**What can I expect to do in this role?**
As the provincial first line of contact for workers, employers, emergency services, members of
- the public and stakeholders, to the ministry's Occupational Health and Safety program you will:
- Collect details of, and respond to, clients' telephone and written health and safety inquiries

and concerns- Provide clients' information on their legislative rights and obligations regarding the

Occupational Health and Safety Act and all regulations under the Act.- Gather, document, record, manage, dispatch and disseminate often confidential and/or

sensitive information on workplace incidents including worker fatality and/or critical injury
- events, work refusals, complaints and other reportable occurrences for field response.- Manage sensitive issues, address emotional situations and be able to maintain your

professionalism and effective communication skills when responding to callers who may be
- agitated, emotional and/or under stress.**How do I qualify?**
Communication and Telephone Customer Service Skills:
- You have well developed communication and interpersonal skills to provide information to a

variety of stakeholders (workers, employers, members of the public etc.)- You are able to provide accurate and consistent information to clients.
- You have knowledge of call management techniques and contact centre/call centre

operations.- You have active listening, comprehension, interviewing and probing skills to be able to obtain

information required.liaise with internal contacts.- Ability to maintain professionalism and continue communication when responding to

sensitive, contentious or difficult calls/complaints.- Working with Legislation, Policies, Procedures and Information:
- You have experience interpreting and explaining legislation, regulations, policies and practices

to a variety of audiences.**General Skills**:

- You have research, analytical and problem-solving skills as it relates to customer service and

the ability to assess and resolve complaints.- You can identify contentious issues and perform under pressure in a demanding work

environment.- You have experience using a variety of contact centre and computer software to access and

research information and prepare various reports.**Address**:
**6 Temporary, duration up to 12 months, 119 King St W, Hamilton, West Region**
**1 Permanent - Full Time, 119 King St W, Hamilton, West Region**
- Date Posted:

- Thu, Apr 13 2023
- Job Location:

- Hamilton

Wage:

- $26.15 - $30.48 Per Hour
- How to Apply:
number in the Job ID search field to locate the job ad.

2. Your cover letter and resume combined should not exceed five (5) pages. For tips and
tools on how to write a concise cover letter and resume, review the Writing a Cover Letter
and Resume: Tips, Tools and Resources.
3. Customize your cover letter and resume to the qualifications listed on the job ad. Using
concrete examples, you must show how you demonstrated the requirements for this job.
We rely on the information you provide to us.
4. Read the job description to make sure you understand this job.
5. OPS employees are required to quote their WIN EMPLOYEE ID numb