This position works in the RCMP Non-Emergency Call Centre organizational unit. This is supervisory public contact and clerical work in overseeing the day-to-day operations of the RCMP’s Non-Emergency Call Centre. An incumbent of this class assigns, directs and reviews the work of Customer Service Representative staff on an assigned shift; monitors call responses for quality; and reviews and implements new and/or improved systems and procedures. An incumbent explains and interprets technical information and applicable bylaws, criminal and CDSA laws, departmental policies, practices, procedures and rules to a variety of internal and external contacts; serves as the first line of referral from subordinates to handle routine and the more complex and contentious complaints and enquiries; and coordinates with staff in other departments on matters related to the work. The work is performed under minimal supervision. Considerable independence of judgement and action in non-routine matters is exercised within the framework of established procedures. The more difficult problems and policy matters are referred to and discussed with a superior who reviews work performance in terms of overall results and for effectiveness of services rendered. Performs related work as required. This position works in the RCMP Non-Emergency Call Centre organizational unit. This is supervisory public contact and clerical work in overseeing the day-to-day operations of the RCMP’s Non-Emergency Call Centre. An incumbent of this class assigns, directs and reviews the work of Customer Service Representative staff on an assigned shift; monitors call responses for quality; and reviews and implements new and/or improved systems and procedures. An incumbent explains and interprets technical information and applicable bylaws, criminal and CDSA laws, departmental policies, practices, procedures and rules to a variety of internal and external contacts; serves as the first line of referral from subordinates to handle routine and the more complex and contentious complaints and enquiries; and coordinates with staff in other departments on matters related to the work. The work is performed under minimal supervision. Considerable independence of judgement and action in non-routine matters is exercised within the framework of established procedures. The more difficult problems and policy matters are referred to and discussed with a supervisor who reviews work performance in terms of overall results and for effectiveness of services rendered. Performs related work as required.
Qualifications include the completion of Grade 12 supplemented by courses related to administrative, customer service or call centre operations, plus considerable related experience in a police environment including some supervisory experience, or an equivalent combination of training and experience. Sound knowledge of the bylaws, criminal and CDSA laws, policies, practices, procedures and regulations pertaining to City and RCMP operations; information management systems, software applications and the capabilities of call centre technology as they relate to the work performed. An incumbent will have the ability to deal effectively and courteously with the public and to supply information and assistance in response to enquiries and requests. Ability to listen and discern what information is significant when handling enquiries, complaints and service requests with promptness, tact, diplomacy and accuracy combined with the ability to assess the nature of requests and determine those which can be resolved and those requiring referral. Additionally, an incumbent will have the ability to operate call-centre technology including call queues and reader boards and information management systems and software applications, handle several tasks at one time and communicate effectively both orally and in writing. The incumbent will be required to obtain and maintain an RCMP Enhanced Security Clearance.
Schedule: 80 hours bi-weekly; rotating shifts between 0800 hrs & 2100 hrs, following a shift pattern which provides for a 7-day a week coverage. This schedule includes working statutory holidays. Each shift is 11 hours which includes a one-hour unpaid meal break.
This competition has been extended and will remain open until filled. New applications are welcome!
Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview.
Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online at www.burnaby.ca/careers.
We thank all applicants for their interest; however, only those considered for an interview will be contacted.
We respectfully acknowledge that the City of Burnaby is located on the unceded territories of the x?m??k??y??m (Musqueam), S?wx_wú7mesh (Squamish), s?lilw?ta? (Tsleil-Waututh), and k?ik?????m Peoples (Kwikwetlem). Each Nation has distinct histories and traditional territories that fully or partially encompass the city. We are grateful to be on these territories as we dedicate ourselves to creating an inclusive and diverse workforce that reflects our vibrant community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.
