AddressJob Requisition Id: 162186
Business Function: Customer Experience
Primary City: Ottawa
Other Location(s):
Province: Ontario
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: Bilingual Imperative (BBBB)
Employee Class and Level: UPCEA04
Number of Vacancies: 1
Job Closing Date (MM/DD/YYYY): 01/31/2023
All qualified candidates will be considered however preference will be given to Indigenous people (First Nations, Metis or Inuit) or persons with a disability. This is a special measure employment equity initiative and candidates from this group who wish to qualify for preferential consideration must self-identify.
Job Description
The incumbent is part of a team responsible for the receipt and resolution of all Pay and Time related enquiries from Supervisors and Employees. The agent is the first point of contact for Supervisors for all pay defect enquiries and is required to have in-depth working knowledge of various Payroll/Time Management/Human Resources and Benefits policies, processes and systems as well as legislative issues affecting pay.
Job Responsibilities
Below are the main job requirements and responsibilities for the Clerk, HR Contact Centre:
1. Answers all enquiries received by the HR Contact Centre through all communication channels. Is responsible to evaluate the applicable problem and exercise the required discretion and judgement when selecting the appropriate course of action to resolve the situation to the mutual advantage of the employee and the Corporation. Initiates analysis of issue by referencing systems (e.g. SAP, case management tool), reports (e.g. SAP), external third party reports (e.g. Ceridian), legacy interfaces (e.g. IRMA, LCRMS, AIMS) and sensitive employee-specific data. Enquiries can be initiated by internal employees, internal people managers, and external corporate partners (e.g. Great West Life, government agencies, etc.). In cases where resolution is extremely time-sensitive and could be immediately impacting employee pay, takes action to resolve or escalate as appropriate.
2. Creates cases based on information gathered during contact and monitors cases that users create using the self-service functionality. Monitors all pending enquiries to ensure timely resolutions. Tracks the progress of unresolved or outstanding problems to ensure proper action is being taken and escalates problems, as required, within the prescribed timeframe to the second level of intervention. Communicates the results to both callers and supervisor.
3. Requires in-depth working knowledge of various Payroll/Time Management/Human Resources and Benefits policies, processes and systems. Requires working knowledge of all collective agreements with respect to employee total compensation. Maintains a thorough knowledge of policies, processes and systems to ensure consistency and accuracy of responses.
4. Educates and recommends to the caller corrective action required regarding SAP entries pertaining to Organization Management, Personnel Administration or Time Management. Guides the caller through processes as required.
5. Recommends to the caller self-service options available through Employee Self-Service (ESS), and educates and guides employee through processes as required.
Job Responsibilities (continued)
6. Provides specific details to caller as appropriate with respect to employee total compensation (salary, vacation, sick leave, benefits, etc.) to ensure accurate application of policies and collective agreements.
7. Based on data reports, proactively contacts people managers that may be experiencing difficulty within the Time Management area to avoid potential pay affecting errors.
8. Identifies and escalates issues and opportunities leading to improvements in the overall service provided to prevent employee complaints, supervisor concerns, and union issues. Assists colleagues by handling irate callers instead of transferring to supervisor when customer can be satisfied by such action. Escalates irate callers to supervisor when required. Informs supervisor of any backlog, missed deadlines, etc. Recommends solutions and/or improvements to processes. Provides information for inclusion in management/audit reports, as required and provides training support.
9. Is competent, informed and knowledgeable on CPC computer systems and reporting methodologies by using complex computer system applications. Ability to operate on-line computer and telecommunications equipment.
Qualifications
Education
- Completion of secondary school according to provincial standards or equivalent (GED) is required AND Completion of post-secondary (College/University) course(s) may be required.
Experience
1-3 years’ of related work experience is required.
Other Information
- Proficient computer skills and competent with Microsoft Office programs.
- Ability to maintain a filing system.
- Ability to create letters, reports, spreadsheets, charts and presentation material.
- Experience with Canada Post Customer Service function or in a customer service field dealing with the general public.
- Experience in providing general administration support such as opening and sorting mail, providing receptionist duties, data enter claims and other correspondence.
- Experience using SAP-CRM an asset.
Safety Sensitive Positions
This position may be considered a Safety Sensitive position.
Employment Equity
Canada Post will represent Canada’s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities.
Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.
Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.
Accommodation
Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.
Leadership Behaviours
Decision Making – A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds themselves and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.
Our Values
We value diversity as an essential part of who we are as a company, how we operate and how we see our future. We believe that attracting, developing, and retaining people who reflect the diversity of Canada is essential to our success because this matters to all communities and customers we serve.
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Safety – We are committed to a safe and healthy environment for all our stakeholders.
Customer – We serve Canadians with pride and passion.
Respect – We treat each other with fairness and respect.
Integrity – We act responsibly and with integrity.
Transformation – We will innovate and transform to win in the marketplace.
