Knowledge Base & Training 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

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.