Call Centre Operator

The posting

Job Description

What you'll do:

• This is a temporary position with a term of up to 12 months, subject to adjustment based on operational needs.
• The Call Centre Operator reports to the Team Manager, Call Centre and is responsible providing excellent frontline customer service and answering producer questions using response guidelines in a courteous, respectful, professional and confidential manner. This position also works closely with the data assessment and verification staff to resolve inquiries from staff and customers.
• Provide AgriStability program information and offer assistance on program issues or options in response to inquiries made through the call center.
• Provide a high level of customer service and assist in the resolution of customer complaints.
• Answer any inquiries made on a daily basis, either by phone, mail, or e-mail, from various head office departments.
• Miscellaneous administrative duties including correspondence, reports, batching, data entry, mail, filing, supply need identification and requisition, etc.
• Processing incoming fax and Kofax imaging documents.
• Follow-up with customers as required.
• Assist with training other users on the call center policies and procedures.
• Assist other workflows as required.
• Provide suggestions for call center improvements.
• Assist the Team Manager, Call Centre with the development and maintenance of the Call Centre user procedure manual

Qualifications:

• To be successful in this position you will need a grade 12 diploma, supplemented with a relevant business course and extensive related clerical experience.
• Basic farm/agricultural knowledge.
• Knowledge and experience with computer applications, specifically databases, Microsoft Word, Excel and Outlook.
• A criminal record check is required.
• Should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.

Competencies:

• Service Excellence: Always displays respect, professionalism and dignity in daily interactions. Follows through on commitments and responds to inquiries, emails, requests and complaints in a timely fashion. Responds to customers with an appropriate level of urgency.
• Personal Leadership and Development: Demonstrates self-awareness by knowing oneself and the impact on one’s behaviours on others. Demonstrates integrity, openness and inclusiveness by treating self and team members with respect and empathy. Recognizes personal strengths and continues to develop them.
• Strategic Thinking: Has a clear understanding of organizational objectives and aligns daily tasks to strategic goals. Helps others understand how their work goals and activities relate to the organization’s vision, mission and strategic direction. Prioritizes work in alignment with organizational objectives.
• Communication: Presents information with clarity and consistency. Listens actively and objectively without interrupting. Responds to concerns in a respectful manner.
• Accountability: Assumes responsibility for personal actions, behaviours and results. Models the values of the organization. Acts in an ethical manner.
• Performance Management: Assumes ownership of assigned duties with intentions of generating positive results. Strives for service excellence. Achieves quality of work on a consistent basis.
• Planning and Risk Management: Organizes and prioritizes work to implement plans. Creates a personal work plan that contributes to the goals and work assigned to self and team. Assumes responsibility for work plans and projects and delegates tasks where appropriate.
• Decision Making: Uses information to make timely and appropriate decisions for the position. Decisions are aligned with position responsibilities, boundaries and organizational policies and practices. Will move the decision making to the appropriate level when the decision is outside of the position scope.
• Innovation: Adapts to change as required. Recognizes the value of different opinions, approaches and perspectives. Looks at problems or issues from a variety of angles.
• Analytical Thinking: Uses multiple sources to gather complete and accurate data. Makes suggestions at team meetings and to manager on potential/known issues and possible solutions. Offers solutions based on available resources.
• Team Collaboration: Respects contributions of all team members, demonstrating cooperation and support for team decisions. Participates in team building and works towards achieving team objectives. Shares knowledge and experience with others.
• Building Organizational Community: Works independently, interdependently and participates as a contributing member across work teams. Is friendly, positive and professional with people they meet. Expresses gratitude and appreciation for colleagues and customers.

Saskatchewan Crop Insurance Corporation (SCIC) is committed to equity, diversity, inclusion and accessibility. SCIC welcomes applications from all individuals and encourages applicants to self-identify in their application. We affirm our Commitment to Reconciliation as we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees.

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. Please tell us of accommodation measures required to help you be assessed fairly. Please note that the information you provide will be treated confidentially.