Contact Centre Coordinator

CMHA Edmonton•Edmonton, AB

1d•CA$26 - CA$39

About The Position

Reporting to the Team Lead, Contact Centre Operations, the Contact Centre Coordinator is responsible for coordinating and assisting with the activities necessary for effective delivery of CMHA Edmonton’s contact centre programs, ensuring service users receive the highest quality experience. The position duties may include supporting the performance of volunteers who respond to crisis interactions, answering interactions and providing emotional and practical support for volunteers and staff within the contact centre as required.

Requirements

Bachelor degree (Social Sciences preferred), or an equivalency of work experience in a social service provision role
Minimum 2 years of experience in a contact centre or client focused role
Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check
Strong interpersonal, verbal, and written communication skills
Excellent telephone skills, including questioning, probing and/or interviewing abilities, to ensure individuals’ needs are being determined and appropriately met
Ability to work effectively in a challenging environment, deal with difficult situations and respond in a composed manner
Positive, helpful attitude towards assisting clients
Demonstrated understanding of mental health; mental illness and recovery; information and referral services; and crisis intervention
Ability to work independently and in a team environment
Strong organizational, time management and problem-solving skills
Demonstrated abilities and initiative in completing tasks and projects
Ability to provide constructive and positive feedback to others and be able to accept the same
Must be empathetic, assertive and non-judgmental when assisting clients
Proficient with computers and related software

Nice To Haves

Experience volunteering or working with a crisis line or information and referral service
Experience supervising volunteers and/or staff
Successful attainment of Brain Story Certification and/or completion of GBA+ training
Experience with Gensys call management software and/or Better Impact volunteer management software

Responsibilities

Supports volunteers and staff through consultation, debriefing and intervention.
Responds to scheduling needs and ensuring proper coverage for contact centre operations.
Responds to interactions from clients via CMHA Edmonton’s help lines.
Liaise with emergency services to coordinate active rescue when necessary or supports mandatory reporting related to child at risk and/or duty to warn.
Effectively and factually documents key details and statistical information from interactions.
Schedules and carry out telephone follow up and outreach calls for clients.
Acts as a first point of contact for technical tasks and troubleshooting.
Provides feedback on interactions to volunteers.
Verifies contact documentation and records as required.
Performs a variety of activities in support of orientation, retention and recognition for staff and volunteers.
Facilitates the training of volunteers by supervising their training shifts and providing feedback on their performance.
Assists in the review of training procedures and makes recommendations for adjustments.
Facilitates sessions for the recruitment and training of volunteers.
Participates in meetings, agency projects and initiatives as required.
Participates in maintaining the cleanliness and functionality of the workspace.
All other work as required.