Call Centre Agent

Posting Date: Jan 20, 2023

Location: Edmonton, AB

Company: Government of Alberta

Job Information

Job Title: Call Centre Agent 

Job Requisition ID: 38012

Ministry: Elections Alberta

Location: Edmonton

Number of Vacancies: Up to 100

Full or Part-Time: Full-Time, Part-Time Wage

Hours of Work: Up to 36.25 hours per week. Day, evening, and weekend shifts available

Regular/Temporary: Temporary Wage

Scope: Open Competition

Closing Date: February 5, 2023, 11:59 PM MST

Classification: Administrative Support 3E 

About Us

Elections Alberta's mandate is to administer open, fair and impartial elections by providing stakeholders with the necessary information and means to participate in the democratic process. We also provide support to election officials to ensure impartial service delivery and serve in an advisory and regulatory role to achieve compliance in electoral finance activities. 

Elections Alberta is an independent, non-partisan Office of the Legislative Assembly

Role

Elections Alberta is currently seeking Call Centre Agents to provide telephone support for the 2023 Provincial General Election.

You will use your excellent service-oriented skills to assist the general public to register to vote by answering calls and recording their information, as well as answering any questions regarding the election, the voting process, and the various voting options.

As a representative of Elections Alberta, you will be accountable for providing high quality, accurate, and responsive services to the public by telephone and through written correspondence.

Your job duties will include:

1. Providing front line services to voters and other stakeholders by: receiving, assessing, responding to, and resolving simple to complex inquiries via telephone, demonstrating an appropriate and respectful manner towards callers who may be frustrated, angry or upset, with an emphasis on providing service, information and education that will assist the caller with their inquiry, escalating and directing calls internally, and maintaining accurate written and/or electronic records of critical inquiries and requests.

2. Supporting the production and maintenance of voter information and address registration data by: determining registration status and verifying accurate voter information, inputting voter registration information into electronic databases and resolving issues using other data sources, updating the voters’ list and address registration using forms completed by electors, using mapping tools to determine where an address is located in the province, contacting registrants by phone, fax, email, or mail when additional information is required, processing internal information requests, and performing data entry as needed.

Qualifications

This position requires the following knowledge, skills, and abilities:

  • High school diploma or directly related experience considered on the basis of one year of experience for one year of education.
  • Excellent oral communication skills to answer phone calls professionally, serve callers and interact with colleagues
  • Excellent computer skills and ability to work in Windows 11 and Microsoft Office
  • Ability to quickly learn and utilize new software applications
  • Ability to maintain a high degree of accuracy and attention to detail in data entry
  • Excellent judgment and problem-solving abilities; ability to assess problems, recognize the significance of problems, and appropriately escalate problems quickly and accurately
  • Ability to work independently and in a team environment
  • Ability to follow direction and accept constructive feedback
  • Ability to complete tasks and assignments in a timely and efficient manner
  • Ability to multi-task while encountering frequent interruptions in a high volume and often noisy environment
  • Awareness of and attention to confidentiality and privacy
  • Willingness and ability to fulfil the requirement to act as a non-partisan representative of Elections Alberta.
  • Call Centre experience, data entry experience, elections experience, and/or mapping experience would be considered an asset.
  • Ability to speak additional languages other than English would be considered an asset.

APS Competencies

Competencies are behaviours that are essential to reach our goals in serving Albertans. We encourage you to have an understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process. The link below will assist you with understanding competencies: http://psc.alberta.ca/APSCompetencies

•Agility

•Drive for Results

•Systems Thinking

•Creative Problem Solving

Salary

$19.64 per hour plus 11.2% in lieu of annual vacation and holiday pay.

Notes

These wage positions are available for a ten-week period from March 27 - May 29, 2023. Training will be scheduled during the week of March 20, 2023. Please indicate which days and hours you are available to work. Daytime, evening, and weekend shifts are available. Flexible scheduling is available.

Applications will be reviewed on an ongoing basis, so please apply early.

These are part-time positions with the potential for full-time hours depending on call volumes. There is a possibility to extend this position to continue with post-election data entry work from approximately June - December 2023.

The Call Centre hours of operation are:

  • Monday to Friday 8:15 am - 8:00 pm
  • Saturday and Sunday 10:00 am - 4:00 pm

How To Apply

To move forward in this opportunity, your application must include a cover letter that clearly outlines how your education and previous work experience relates to the qualifications and requirements for this position.

Online applications are preferred. If you are unable to submit an electronic version of your resume, please submit your resume, quoting the job ID to: Elections Alberta, Human Resources, Suite 100, 11510 Kingsway NW, Edmonton, AB, T5G 2Y5.

For individuals who have obtained educational credentials from outside of Canada, it is recommended that you obtain an evaluation of your credentials from the International Qualifications Assessment Service (IQAS) and include the IQAS assessment certificate as part of your application. 

Closing Statement

We thank all applicants for their interest! All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.