Analyst, CN Communication Center

Canadian National Railway Company; Montreal; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading North American railway company is seeking an Analyst for the Communication Centre. This position involves providing 24/7 radio dispatching support to CN Police and ensuring effective communication with various stakeholders during emergencies. Candidates should have a high school diploma, experience in dispatching or customer service, and be fluent in English and French. The role includes working in a rotating shift environment, highlighting the company's commitment to safety and teamwork within a dynamic corporate culture.

Qualifications

• Minimum 1 to 3 years of experience in relevant fields.
• Previous experience in computer aided dispatching or call center.
• Fluently bilingual in English and French.

Responsibilities

• Provide 24/7 radio dispatching and response to CN Police.
• Use CAD system to process calls and dispatch services.
• Maintain up-to-date files and logs for reports.

Skills

Communication support

Prioritizing calls

Customer service

Risk identification

Time management

Bilingual communication

Education

High School Diploma or equivalent

English Attestations of Collegial Studies (ACS) in Emergency Dispatch

Tools

Computer Aided Dispatching (CAD)

Microsoft Office

Job description

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely—helping keep the economy on track. We provide the kind of paid training and opportunities that long‑term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close‑knit, safety‑focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters.

Join us!

Please note that this is an 18‑month contract.

Job Summary

The Analyst, Communication Centre is responsible for providing 24/7 radio dispatching and response to CN Police. The role provides the public and various CN departments with the appropriate and necessary assistance to effectively and safely handle emergency situations urgently.

Main Responsibilities

Communication Support Services

• Provide communication and support services to all CN Police staff.
• Use a Computer Aided Dispatching (CAD) system to receive, prioritize and process calls (public, CN employees, and other local emergency services), then dispatch to police or other emergency services as required.
• Dispatch emergency calls between CN Police and local emergency services by receiving and transmitting radio and phone calls.
• Maintain accurate, up‑to‑date files and logs for reports and keep management and executives aware of major events as they occur.
• Receive requests from Constables for information on Canadian Police Information Centre (CPIC) regarding vehicle registration, driving records, and warrants, and provide pertinent data. Enter information received from Constables into CPIC regarding dispositions, stolen property, as well as the addition and removal of warrants.
• Prioritize incoming telephone calls.
• Coordinate actions between local emergency services and CN forces.
• Monitor CN Police Officers’ safety.

Liaise Between Local Emergency Services and CN

• Maintain regular communication with multiple stakeholders both internal and external to CN in order to address situations that arise (e.g., derailments, trespassing).
• Ensure communication of information is relayed accurately and in a timely manner.
• Communicate and collaborate with various internal departments, including Public Affairs, Risk Mitigation (US), and Emergency Response Plan.

Working Conditions

The role is carried out in an office environment and requires working a rotating shift, depending on the operational needs of CN Police Communication Center Dispatcher (CNPCC) 24‑hour operation. The incumbent must be available to work weekends and holidays when necessary and must be on‑call to respond to critical incidents 24/7. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and manage stress.

Requirements

Experience

• Minimum 1 to 3 years of experience.

Computer Aided Dispatching*

• Previous experience in computer aided dispatching.
• Call center experience.
• Radio communications experience.
• Customer service experience.
• *Any experience for these above would be considered an asset.

Education/Certification/Designation

• High School Diploma or equivalent experience.
• English Attestations of Collegial Studies (ACS) in Emergency Dispatch or equivalent certification.
• *Any designation for these above would be considered an asset.

Competencies

• Identifies risks and anticipates impacts to ensure a safe and secure environment.
• Cultivates relationships to proactively support customers’ supply chain needs or those that support them.
• Shares timely information within and across functions to get things done effectively.
• Inspires others with impactful communications and adapts to the audience.
• Makes informed and timely decisions to get things done.
• Deals with pressure and change by staying calm to quickly adapt to changes.
• Collaborates with key internal stakeholders to enable higher productivity.
• Time Management.

Technical Skills/Knowledge

• Knowledge of computer aided dispatching systems.
• Excellent typing skills (testing required).
• General Microsoft computer skills (testing required).
• Ability to look at multiple screens simultaneously.
• Knowledge of the CPIC Systems.
• Fluently bilingual both written and verbal (English, French).
• *Any knowledge for any of the above would be considered an asset.

About CN

CN is a premium railroad that sustainably generates value for our customers, shareholders, employees, and stakeholders with an unwavering commitment to safety and service. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. CN’s network connects Canada’s Eastern and Western coasts with the U.S. South through a 20,000‑mile rail network. CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship.

At CN, we are dedicated to building North America’s safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates often don’t apply unless they feel they fit the job posting at 100%. To all potential applicants, even if you don’t meet every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please get in touch with our team at [e-mail].

As an equal opportunity employer, qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.

Please monitor your email on a regular basis as communication to applicants is done via email.