Switchboard Operator

Job Information

Overall Purpose

• Under the supervision of the Supervisor PRU, the Switchboard Operator is responsible for answering all internal and external calls and redirecting them to the appropriate section or member in a timely manner maintaining a superior level of customer service, always remaining calm and professional.

Major Responsibilities

• Receive internal and external calls using the Avaya telephone system.
• Redirect calls to the appropriate section, member, or Agency (i.e., City of Ottawa, 2-1-1) in an efficient and timely manner.  
• Assess provided information and exercise sound judgement quickly and effectively; transfer to Communication Centre life or death emergencies except in the event of a suicidal caller where immediate assistance is required and risks managed accordingly.
• Train and / or assist in the training of staff assigned to support Switchboard operations.
• Update Ottawa Police Service Heat directory. 
• Perform other duties as assigned.

Major Responsibilities (continued)

N/A

Major Responsibilities (continued)

Statement of Required Qualifications

EDUCATION AND EXPERIENCE 

• Secondary School Graduate – Grade 12 or equivalent. 

• Three (3) – six (6) months work experience in a customer service-related environment. 

LANGUAGE 

• English – fluency in oral, reading, and writing. 

• Bilingual, (French and English) fluency in oral and reading is required. Candidates may be required to provide a certificate of achievement at their own expense from an OPS approved testing facility for:

• Candidates may be required to provide a certificate of achievement at their own expense from the current OPS approved testing facility for:

• Advanced Level 2 proficiency in French - oral expression, oral comprehension & written comprehension. 

• Intermediate 3 Proficiency in French expression written.

  OR

• Federal Government Level C (Oral, written, and comprehension).

Certifications and Licences

N/A

In service Training

• The following mandatory training and education is provided to all employees of the OPS: 
  • Occupational Health & Safety. 
  • Respectful Workplace.  
  • Violence in the Workplace. 
  • Accessibility for Ontarians with Disabilities Act (AODA). 
  • Equity, Diversity, and Inclusion. 
• Suicide Intervention training
• Occupational Health and Safety Training 

Job Knowledge

• Working knowledge of the Organization’s Mission, Vision and Values. 

• Understanding of the importance of a client centered service. 

• Demonstrated ability to use corporate software packages: Microsoft Word, Excel and Outlook. 

• Understanding of the organizational structure within OPS. 

OPS Competencies

Hours of Work

Effort and Working Conditions

• Work is performed in a standard Call Centre environment with minimal adverse working conditions. 

• Constant light physical activity, moving from workstation to numerous different areas of the larger office.

• The incumbent must be able to work shifts as designated in the “Hours of Work” section of the job description. 

• Extended periods of time on a computer with minimum typing skills of 40 wpm. 

Desired Qualifications

• Previous experience in the public relations field. 

• Previous experience providing customer service via the phone or training in client customer service. 

• Previous experience working in a police environment. 

• Oral, reading, and writing fluency in other languages.