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Ottawa, Ontario, Canada
JOB #R2100556

Senior Contact Centre Representative

Job Title

Senior Contact Centre Representative

Job Location

Ottawa, ON

Reports To

Contact Centre Manager

The Senior Contact Centre Representative, reporting to the Contact Centre Manager will provide service excellence by connecting to our customers.

The Contact Centre will operate from 8:00 a.m. until 9:00 p.m., Monday through Friday excluding statutory holidays observed in Ontario. Applicants must be able to work a variety of 8 hour shifts including the occasional evening shift as required.

Responsibilities:

  • Take inbound and outbound calls as needed, both daytime and evenings. Answering inquiries regarding programmatic policies, online application trouble shooting, and application status
  • Support Team Leads with on floor agent support, escalated calls, voicemails, huddles and other tasks as required. Monitor Real Time Adherence to ensure SLA’s are being met
  • Complete First Call Resolution monitoring and reporting as required to ensure monthly quality objectives are met
  • Receive and process paper applications and consent forms as requested
  • Support Team Leads with refresher courses and new hire trainings

Required Skills / Qualifications:

  • Minimum High School Diploma or equivalent required. College diploma is preferred.
  • 1+ years of Customer Service experience and telephone etiquette. Ability to navigate difficult conversations and de-escalate situations
  • Must have excellent communication skills, both written and verbal
  • Proficiency in French is an asset
  • Familiarity with Windows operating systems and basic computer software along with the Microsoft Office Suite of products
  • Strong analytical, problem solving, and troubleshooting skills
  • Ability to multitask, work under pressure and adapt to change
  • Attendance and punctuality are imperative

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility.  It should not be considered an all-inclusive listing of work requirements.  Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak work periods, or to otherwise balance organizational work.

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.

Ottawa Canada (CD82)

FILE UNDER
Call Center

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.
LEARN MORE ABOUT ICF

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.