RCMP CSR Shift Supervisor

City of Burnaby; Burnaby; On-site; CAD 50,000 - 65,000; Full time

Job summary

A municipal government is seeking a highly skilled RCMP CSR Shift Supervisor in Burnaby. The role focuses on managing the Non-Emergency Call Centre, ensuring effective public service while guiding Customer Service Representatives. Candidates should have a Grade 12 education and significant experience in customer service, particularly in a police or supervisory capacity. This position offers a rotating schedule of 80 hours bi-weekly, including statutory holidays.

Qualifications

• Considerable related experience in a police environment, including some supervisory experience.
• Sound knowledge of bylaws, criminal and CDSA laws as relevant to operations.
• Ability to manage enquiries, complaints, and service requests with tact and accuracy.

Responsibilities

• Oversee the daily operations of the Non-Emergency Call Centre.
• Assign, direct, and review the work of Customer Service Representatives.
• Monitor call responses and implement new systems or procedures.
• Handle routine and complex complaints and enquiries from the public.

Skills

Customer service

Call centre technology

Public communication

Problem-solving

Education

Completion of Grade 12

Job description

RCMP CSR Shift Supervisor

This position works in the RCMP Non-Emergency Call Centre organizational unit. This is supervisory public contact and clerical work in overseeing the day-to-day operations of the RCMP’s Non-Emergency Call Centre.

An incumbent of this class assigns, directs and reviews the work of Customer Service Representative staff on an assigned shift; monitors call responses for quality; and reviews and implements new and/or improved systems and procedures. An incumbent explains and interprets technical information and applicable bylaws, criminal and CDSA laws, departmental policies, practices, procedures and rules to a variety of internal and external contacts; serves as the first line of referral from subordinates to handle routine and the more complex and contentious complaints and enquiries; and coordinates with staff in other departments on matters related to the work.

The work is performed under minimal supervision. Considerable independence of judgement and action in non-routine matters is exercised within the framework of established procedures. The more difficult problems and policy matters are referred to and discussed with a supervisor who reviews work performance in terms of overall results and for effectiveness of services rendered.

Qualifications

• Completion of Grade 12 supplemented by courses related to administrative, customer service or call centre operations, plus considerable related experience in a police environment including some supervisory experience, or an equivalent combination of training and experience.
• Sound knowledge of the bylaws, criminal and CDSA laws, policies, practices, procedures and regulations pertaining to City and RCMP operations; information management systems, software applications and the capabilities of call centre technology as they relate to the work performed.
• Ability to deal effectively and courteously with the public and to supply information and assistance in response to enquiries and requests.
• Ability to listen and discern what information is significant when handling enquiries, complaints and service requests with promptness, tact, diplomacy and accuracy combined with the ability to assess the nature of requests and determine those which can be resolved and those requiring referral.
• Ability to operate call-centre technology including call queues and reader boards and information management systems and software applications, handle several tasks at one time and communicate effectively both orally and in writing.

Schedule: 80 hours bi-weekly; rotating shifts between 0800 hrs & 2100 hrs, following a shift pattern which provides for a 7-day a week coverage. This schedule includes working statutory holidays. Each shift is 11 hours which includes a one-hour unpaid meal break.

Note: This competition has been extended and will remain open until filled. New applications are welcome!

Application Instructions: Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online at www.burnaby.ca/careers.

The City of Burnaby is an equal opportunity employer and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.

We respectfully acknowledge that the City of Burnaby is located on the unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), səlilwətaɬ (Tsleil-Waututh), and kʷikʷəƛ̓əm Peoples (Kwikwetlem). Each Nation has distinct histories and distinct traditional territories that fully or partially encompass the city.