311 Information Specialist

City of Mississauga; Mississauga; Hybrid; CAD 81,000 - 107,000; Full time

Benefits offered by this job

Hybrid workplace

Job summary

The City of Mississauga is seeking an Information Specialist for the 311 Citizen Contact Centre. You will translate business area call types into knowledge base content and lead trainings for Customer Service Advisors using blended learning methods.

You will map processes, support front-line staff, ensure content quality, and collaborate with internal teams to improve service delivery. This role is hybrid and located at 950 Burnhamthorpe Rd W.

Qualifications

• Degree or diploma in business or administration preferred.
• Minimum of one year of call centre experience with solid customer focus.
• Strong understanding of technology around CRM, customer satisfaction metrics and call volume management.
• Ability to deliver high-quality and engaging training to both large and small groups.
• Excellent problem-solving and communication skills - both written and verbal.

Responsibilities

• Create and maintain knowledge base content and category requirements for answering inquiries.
• Conduct process mapping and analysis of current and proposed processes.
• Participate in projects and initiatives and champion new processes and technology.
• Develop and deliver training presentations and materials for blended learning.
• Create resources and training for new technologies or upgrades.
• Provide refresh trainings and monthly huddles to keep staff up to date.
• Monitor the KB.Info inbox and respond to inquiries; submit service requests as needed.
• Collaborate with social media to align messaging across channels.
• Analyze call type information, service levels and first call resolution.
• Clarify knowledge base items to Customer Service Advisors and Team Leaders.
• Act as liaison between Business Units and 311 Centre for inquiries.
• Research to improve 311 operational efficiencies in handling inquiries.
• Coordinate afterhours service to ensure seamless communication.

Skills

CRM knowledge

Customer service

Training delivery

Problem solving

Communication

Education

Degree or diploma in business/administration

Tools

Knowledge management systems

Job description

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311 Information Specialist

Req ID:28592
Vacancy Type: Permanent
Number of Positions:2
Closing Date:09/21/2026

Job Summary

The Information Specialist role is an integral one for 311 operations. This role collects, clarifies and translates business area call types and process requirements into knowledge base content. The Information Specialist role is also responsible for developing and delivering all trainings for Customer Service Advisors, including creating presentations and materials that support a blended learning approach and that incorporates a range of learning methodologies to engage, evaluate and sustain learning within the 311 Citizen Contact Centre. They also lead groups through process mapping, information gathering sessions and provide support for front-line staff and/or users in various business units. They are accountable for the integrity and consistency of the information, document style, filing and search schematics to ensure that content is error-free and of the highest quality possible.

Duties and Responsibilities

• Create and maintain knowledge base content and category requirements in knowledge base in a logical manner to be used for answering all inquiries.
• Conduct process mapping and analysis of current and proposed Business Units processes.
• Actively participate in new projects and initiatives (within 311 Citizen Contact Centre and Business Units), as well as champion new processes and technology.
• Develop and deliver training presentations and materials that support a blended learning approach and that incorporates a range of learning methodologies to engage, evaluate and sustain the learning within the 311 Citizen Contact Centre.
• Create supporting resources and training presentations for new technologies or technology upgrades.
• Provide refresh trainings and conduct monthly huddle sessions to keep Customer Service Advisors up to date on relevant information and review general information to ensure consistency and fluency with information.
• Monitor and respond to the KB.Info email inbox, respond to resident inquires and submit Service Requests to ensure requests are actioned.
• Work with the social media team to ensure key messaging is streamlined between all media channels and 311.
• Analyze call type information such as service levels, call frequency, priority/urgency, and first call resolution versus service request submitted to Business Units.
• Provide clarification on knowledge base to Customer Service Advisors and Team Leaders.
• Point of contact between Business Units and 311 Citizen Contact Centre for any inquiry related to the Business Unit.
• Perform research and analysis in order to improve 311 operational efficiencies in handling client inquires.
• Liaises and coordinates 311 afterhours service to ensure seamless communication, timely issue resolution and continuity of service delivery outside of regular business hours.
• Coordinates with internal departments and partners to facilitate prompt response to inquiries. Monitors and escalates urgent matters to appropriate teams/Manager to ensure timely resolutions.

Skills and Qualifications

• Degree or diploma in business or administration preferred.
• Minimum of one year of call centre industry experience with solid customer focus.
• Strong understanding of technology around customer relationship management, customer satisfaction metrics and call volume management.
• Ability to deliver high-quality and engaging training to both large and small groups.
• Excellent problem-solving and communication skills - both written and verbal

Hourly Rate/Salary: $ 80,567.00 - $ 107,426.00
Hours of Work: 35
Work Location: 950 Burnhamthorpe Rd W
Hybrid Workplace
Department/Division/Section: CPS/Corporate Services Dept , CPS/Corporate Business Services Division , Customer Service
Non-Union/Union: Non Union

The City of Mississauga may use artificial intelligence (AI) technology in sourcing and/or screening candidates for some positions; however, it is not used in selecting final candidates.
We thank all who apply, however, only those candidates selected for an interview will be contacted. You can also check your application status in your candidate profile online.
All personal information is collected under the authority of the Municipal Act.
Equity, Diversity and Inclusion
The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent.
Learn more about the City’s commitment to Equity, Diversity and Inclusion . Accommodations
The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.
If selected to participate in the recruitment, selection and/or assessment process, please complete the following Accommodation Request Form and have it emailed to [e-mail] citing the Job ID and Job Title. This will inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.