Associate Control Centre, Seasonal (Req 410733)

Position Profile: 202
Salary Group: 12
Position under VP: Costa Pantazopoulos
Job Location Address: 2664 Islington Ave., Etobicoke (ON)
Job Status: Seasonal
Number of Positions: 4
Date Candidate Required: May 2023
Application Deadline: April 30, 2023
Name of Contact: Marie-Josée Oundjian (514) 870-5727


Please take note that for all job postings of a temporary nature, priority will be given to surplus employees.

Name and description of the hiring department:

The Contract Management System Liaison Centre’s goal is to improve due-date resolution, meet our customer commitments and to assist our Contractors and Field Technicians to deliver better service to our customers for their cable and buried wire needs.

The Associate – Control Centre is responsible for coordinating the completion of provisioning and assurance work or service orders submitted by technicians. This includes a responsibility for building daily work loads by screening orders and through the coordination with various departments. The Associate ensures that service is provided to external or internal customers on a timely basis. She maintains and updates several databases as well as prepares statistical and tracking reports.

Job Duties/Accountabilities

  • Coordinating the completion of provisioning and assurance work or service orders done by technicians
  • Building daily work loads and schedules through effective coordination with various departments
  • Ensure service is provided to external or internal customers on a timely basis
  • Ensure all orders are accurate and completed at customer due dates
  • Prioritizes and releases orders to appropriate technicians based on experience level, availability and assigned territory
  • Records order completion details
  • Relays problems causing delays to both the customer and various departments involved
  • Inbound and outbound call handling to direct external customers, Field Managers and Technicians
  • Escalate on due dates Optimizing force (Technicians) to load (Tickets) on due date by partnering with Jeopardy Handling Associates
  • Internal escalation of service jeopardy conditions (missed appointments, force to load unbalance), Meeting & exceeding targets (renegotiating appointment offerings on due date, missed appointments on due date)
  • Tracking and escalating all escalations and follow through to external customers up to completion
  • Ensure all escalations for next day are ready for load on due dates
  • Verify orders for accuracy and completeness and ensure availability of equipment and material
  • Coordinate with all involved departments to ensure due date can be met and advise customer of the due date
  • Appropriate technician and equipment are assigned for completion of orders
  • Review and finalize loads by ensuring equipment and material have arrived, all access information is available and due date has not changed
  • Negotiate new due date when completion date is compromised by various problems
  • Ensure technician safety by keeping track of their location at all times
  • Answer requests from various departments
  • Through various systems, maintain and update several databases
  • Coordination of activities which are under time restriction
  • Unpredictable work load

Essential Qualifications

  • Obtained High School Diploma
  • Customer focus (previous experience with internal and external customers) Strong telephone etiquette
  • Excellent communication skills (including assertiveness and influencing others)
  • Ability to thrive in a quick paced environment and work well under pressure
  • Strong problem solving and decision making skills
  • Flexibility and adaptability in an evolving position
  • Strong time management skills to re-prioritize workload and the demands of internal/external customers continuously under time restrictions to meet
  • Ability to educate and persuade internal/external stakeholders to partner on delivery of timely service to our customers

Preferred Skills/Competencies

  • Call Centre experience
  • Strong Dispatching experience, Intermediate PC skills (CMS, Outlook, Word, Excel, PowerPoint)

Working Conditions

  • Hours of operation is 7 days per week, from 7 am to 6 pm for a total of 37.5 hours per week
  • Shift /schedule flexibility
  • Call Centre environment
  • Based on business needs hours of operation are subject to change

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Union Job Status: Summer Student
Position Level: Unifor – Clerical Associate
Job Location: Canada : Ontario : Etobicoke
Flexible Work Profile: Remote
Contact Name: Marie-Josée Oundjian
Application Deadline: 04/30/2023

Please apply directly online to be considered for this role. Applications through email will not be accepted.