Region of Waterloo Job Description

Transcription

1 Region of Waterloo Job Description Title: Call Centre Technical Writer Job Code: R01690 Department/Division: Human Resources & Citizen Service/Citizen Service Union: CUPE Local 1883 Reports To: Administrator, Call Centre Operations Revised: April 26, 2018 General Purpose: Supports the corporate Service First Call 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; and assists to prepare and deliver training to SFCC staff related to workflows and scripts. Duties/Responsibilities: Collaborates with corporate business units to identify content for customer relationship software call scripts and logic trees. Creates, researches, and provides updates to the Call Centre Analyst for implementation. Liaises with business units ongoing to ensure call scripts are accurate. Recommends improvements/revises and documents call scripts based on trends, staff input, and frequently asked questions. Conducts monthly meetings with Customer Service Representative (CSR) team to discuss/provide training regarding call script content, based on changes made in response to business unit feedback. Identifies and resolves gaps in process maps, scripts, and procedures. Facilitates, documents, and updates call handling processes, procedures, knowledge articles, and scripting language. Assists supervisor to develop, maintain, and update CSR training materials, manuals, teaching aids and job aids. Coordinates and supports working groups and team meetings (e.g., support service improvement strategy). Researches and recommends call handling and service response times, and related protocol. Coordinates, collects, analyzes, and creates system performance reports. Participates on internal committees to provide input on customer service best practices, policies and procedures. Performs related duties as assigned.

2 - 2 - Knowledge, Skills & Abilities: 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 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. 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 form recommendations for service improvements. Facilitation and communication skills to train call centre and client business unit staff in using call centre systems; conduct presentations; 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 to various locations within Waterloo Region. Ability to support and project the Region s values. Effort (Mental, Physical): Works according to call centre and Regional policies and procedures. Plans work independently, as guided by priorities established in consultation with manager. Deals with routine problems independently, but refers unusual/complex problems to manager. Work is checked through quality of scripting content by client business units and call centre management. Uses a computer approximately 55% of the time to research and write content. Liaises/meets with management and client business units 35% of the time. Works to share knowledge with customer service representatives and the analyst 10% of the time. Occasionally lifts and carries training equipment (e.g., laptop and projector), weighing less than 20 lbs. Working Conditions: Works in a standard office environment. Travels within Waterloo Region to attend meetings.

3 - 3 - Responsibility for Material & Financial Resources: N/A Nature & Impact of Decision-Making Errors: Inaccurate scripting would create errors for CSRs and result in reduced service to the public, frustration/delays to staff, and lost confidence in service provided. Responsibility for Supervision of Staff & Others: Trains CSRs in call script content. Internal Contacts: Liaises with staff in all departments to conduct research. Interacts daily with Call Centre staff and management to review standard operating procedures, provide training, and obtain/provide information/guidance. External Contacts: N/A

4 - 4 - HRC/DOCS Training Requirements Category Leadership Training Employee Orientation Corporate Health & Safety Leadership General Health & Safety Biological Hazards Chemical Hazards Confined Space Electrical Safety Equipment Ergonomics Fall Protection Emergency Response Lifting & Hoisting Devices Course Name Supervisory Level Middle Management Level Senior Management Level DOCS New Employee Training Part I Due Diligence for Senior Management Health and Safety for Supervisors Health and Safety Awareness for Supervisors Health & Safety Orientation for Leadhands/Team Leaders (1/2 day) New Employee Orientation (Workplace Violence; Harassment & WHMIS) Understanding Construction Liability Managing Contractor Safety Canada Labour Code (Part II) *Pre Start Health & Safety Review (PSHSR) Awareness Protection from Biohazards and Medical Sharps Hazardous Materials Awareness (mould, asbestos, lead, silica) Compressed Gas, Welding & Hot Work *Compressed Gas & Hot Work Permit Grounding and Bonding Spills Response *Transportation of Dangerous Goods- Part 1 Confined Space Full Day Confined Space Awareness Arc Flash Risk Assessment Electrical Safety - Low Voltage Electrically Safe Work Conditions - Lockout-Tagout Chainsaw Operator (2 Days) Chainsaw Operator Refresher (1 day) Landscape Equipment Safety Ergonomics Training for Supervisors Working at Heights - Construction Working at Heights - Industrial Emergency First Aid & CPR Standard First Aid & CPR (2 days) Fire Extinguisher Forklift Theory (Part 1) Forklift Fitness Assessment (Part 2) Forklift Practical (Part 3) Mandatory (M), Recommended (R) Optional (O) M M

5 - 5 - HRC/DOCS Training Requirements Category Physical Hazards Respiratory Protection Safe Driving Course Name Elevated Work Platform Overhead Crane Operator Noise Awareness and Hearing Protection Manual Material Handling Respirator Fit Testing Respirator Selection, Care and Use 2007 Hours of Service Regulations Collision Investigation for Supervisors Commercial Motor Vehicle Inspection (CMVI) Corporate Defensive Driving Driver's Handbook Training Work Area Protection/Book 7: Awareness Work Area Protection/Book 7: Practical (TPP) Review of Load Security Requirements Mandatory (M), Recommended (R) Optional (O)

6 - 6 - Incumbent Name (print), Signature & Date: Supervisor Name (print), Signature & Date: Director Name (print), Signature & Date: Commissioner Name (print), Signature & Date: Human Resources & Citizen Service: