The Ministry of Labour, Immigration, Training and Skills Development is looking for Contact Centre experience, where there is high-volume and the work has a fast pace. In this position you will use your superior customer service skills to relay health and safety legislation, to provide information to workers, employers, members of the public and other stakeholders, province-wide, on the Occupational Health and Safety Act and regulations and to also create, where appropriate, event notifications for further review/investigation by the field.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

As the provincial first line of contact for workers, employers, emergency services, members of the public and stakeholders, to the ministry's Occupational Health and Safety program you will:

• Collect details of, and respond to, clients' telephone and written health and safety inquiries and concerns
• Provide clients' information on their legislative rights and obligations regarding the Occupational Health and Safety Act and all regulations under the Act.
• Gather, document, record, manage, dispatch and disseminate often confidential and/or sensitive information on workplace incidents including worker fatality and/or critical injury events, work refusals, complaints and other reportable occurrences for field response.
• Manage sensitive issues, address emotional situations and be able to maintain your professionalism and effective communication skills when responding to callers who may be agitated, emotional and/or under stress.

How do I qualify?

Communication and Telephone Customer Service Skills:

• You have well developed communication and interpersonal skills to provide information to a variety of stakeholders (workers, employers, members of the public etc.)
• You are able to provide accurate and consistent information to clients.
• You have knowledge of call management techniques and contact centre/call centre operations.
• You have active listening, comprehension, interviewing and probing skills to be able to obtain information required.
• You have proven written communication skills to prepare event details, respond to emails and liaise with internal contacts.
• Ability to maintain professionalism and continue communication when responding to sensitive, contentious or difficult calls/complaints.

Working with Legislation, Policies, Procedures and Information:

• You have experience interpreting and explaining legislation, regulations, policies and practices to a variety of audiences.

General Skills:

• You have research, analytical and problem-solving skills as it relates to customer service and the ability to assess and resolve complaints.
• You can identify contentious issues and perform under pressure in a demanding work environment.
• You have experience using a variety of contact centre and computer software to access and research information and prepare various reports.

Additional Information:

Note:

• E-LB-192182/22(4)