REPRESENTATIVE TEAM CENTRAL

City of Toronto•Toronto, ON

5d•Onsite

About The Position

REPRESENTATIVE TEAM CENTRAL Recognized as one of Canada’s Top 100 Employers, the City of Toronto promotes professional development and is committed to providing opportunities to lead, learn and grow. We value integrity, reliability and fairness, and we embrace the diversity of the people we work with and serve. Our People and Equity Division plays a critical role within the City in promoting policies, practices and programs conducive to fostering and creating an equitable environment where employees, visitors and residents feel heard and welcome. TEAM Central is an employee service centre that provides HR generalist services to all City employees and managers, responding to inquiries by phone and online. If you are looking to build your career in Human Resources and are pursuing your CHRP or CHRL designation, this role offers a strong entry point into the profession. With related experience in HR and/or a call or contact service centre environment, and a genuine interest in helping employees navigate programs, policies, and processes, you will thrive in this client‑focused role. As a Representative, TEAM Central, you will serve as the first point of contact for employee inquiries across the employee life cycle, providing HR policy guidance, benefits program information, and process support. You will contribute to the delivery of high‑quality HR services on behalf of the People & Equity (P&E) division while gaining valuable exposure to HR practices in an employee-focused environment.

Requirements

Post-secondary education in Human Resources, Business Administration, and/or a related discipline and/or the equivalent combination of education and experience.
Considerable customer service and or people relations experience responding to a wide variety of internal stakeholder HR related inquiries, supporting the navigation of overall employee experience.
Experience with HRIS systems and databases and high proficiency with Microsoft tools (e.g. Outlook, Word, Excel, PowerPoint, SharePoint, case management and virtual meeting/scheduling software.
Experience preparing e-correspondences, reports, spreadsheets, and/or presentations with a focus on accuracy and attention to detail.
Highly developed time management, organization and coordination abilities providing support to a team of professionals in a complex, fast paced, multi-disciplinary environment without close supervision.
Ability to exercise discretion, critical thinking and good judgement in handling and redirecting confidential, difficult, or sensitive information and situations.
Highly developed interpersonal skills with the ability to actively listen and work with difficult clients and stakeholders, de-escalate and diffuse challenging situations, and successfully resolve customer issues in a diplomatic, unbiased, and professional manner.
Excellent communication skills both verbal and written. A strong command of grammar and writing for the purpose of responding to clients and stakeholders to support the employee experience.
Excellent research and analytical skills with the ability to resolve employee issues/inquiries while providing excellent customer service and compile, analyze and report data for management decision-making purposes.
Ability to apply policies, guidelines, legislation and collective agreements with knowledge of employment-related legislation, i.e., Employment Standards Act, Ontario Human Rights Code, Collective Agreements, Occupational Health & Safety Act, Workplace Safety and Insurance Act, etc.
Ability to work within an organization and team culture that emphasizes open communications, performance excellence, continuous improvement, learning, collaboration, transparency, accountability (score cards) and trust while promoting a strong code of ethics and integrity to support public service excellence.
Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.

Nice To Haves

CHRP designation would be an asset.
SAP and SuccessFactors are considered an asset.
Preference will be given to candidates who have experience supporting an HR function and/or Service Centre

Responsibilities

Receive and handle employee and manager inquiries as the first point of contact for internal City of Toronto staff, via phone or online, resolving issues at first contact, where possible and escalating or referring complex or out‑of‑scope cases as required.
Work within a continuous improvement mindset in a dynamic service environment, adapting to operational changes and process enhancements while providing feedback to support ongoing service optimization.
Resolve employee service inquiries via phone and online channels across a full range of services, in line with established service level agreements.
Guide employees to relevant policies, programs, and self-service resources (e.g., Intranet, SuccessFactors, Learning Management System) to access accurate information.
Utilize knowledge bases and HR systems to research inquiries, review and update employee records, and complete service requests
Educate and support employees and managers in navigating systems, tools, and processes to access accurate HR and Benefits related information.
Support the rollout of new policies and programs by directing employees and managers to relevant resources and processes.
Receive and triage inquiries, ensuring all required information is captured up front to support efficient processing and resolution at the appropriate escalation area, while working collaboratively with other teams to provide standardized service aligned with defined processes and procedures.
Perform a variety of human resources, benefits program support duties, including processing various forms and documents, preparation of correspondence, compilation of information and material, set-up and maintenance of employee records, filing systems, databases, etc.
Work in partnership with P&E, PPEB teams to deliver timely, accurate and consistent service.
Perform web duties including input and maintenance of human resources information on websites by raising errors or changes and advising on navigational issues or suggestions.
Prepare and process information/documentation of a confidential nature to support other sectional and divisional areas.