Call Centre Representative

Position Summary

The Call Centre Representative serves as the first point of contact for individuals accessing employment and career support services. This role provides onboarding, guidance, and navigation support to help clients effectively access available resources, tools, and services.

The Call Centre Representative assists with registration, service navigation, and identifying appropriate next steps while delivering an exceptional client experience.

Key Responsibilities

• Serve as the primary point of contact for clients contacting the organization by phone, email, or other communication channels.
• Provide virtual onboarding and orientation to clients, ensuring they understand available services and resources.
• Assist clients with account registration, system navigation, and accessing digital platforms and self-service tools.
• Guide clients in identifying relevant employment, career development, education, and labour market resources based on their individual needs.
• Help clients develop immediate next-step action plans to support their employment or career goals.
• Assess client needs and determine when referrals to specialized staff or additional support services are appropriate.
• Respond to client inquiries promptly, professionally, and accurately while maintaining high customer service standards.
• Maintain accurate records of client interactions, referrals, and service outcomes using organizational systems and processes.
• Ensure all client interactions comply with organizational policies related to privacy, confidentiality, accessibility, and ethical service delivery.
• Participate in onboarding, training, quality assurance initiatives, team meetings, and professional development activities.
• Incorporate client feedback and continuous improvement practices to enhance service delivery.
• Stay informed of employment resources, labour market trends, community services, and organizational updates to provide accurate information.
• Collaborate with internal teams to ensure consistent service delivery and seamless client referrals.
• Support the achievement of organizational service standards, performance measures, and client satisfaction goals.

Requirements

• Post-secondary education in Career Development, Human Services, Education, Business Administration, Social Sciences, or a related field, or an equivalent combination of education and experience.
• Experience working in a call centre, customer service, client support, employment services, or a similar client-facing environment.
• Strong verbal and written communication skills with the ability to build rapport over the phone and through virtual communication.
• Ability to explain information clearly and assist clients in navigating digital platforms and online resources.
• Excellent organizational, problem-solving, and time management skills.
• Ability to assess client needs and make appropriate referrals when requests fall outside the scope of the role.
• Knowledge of privacy, confidentiality, accessibility, and inclusive service delivery practices.
• Proficiency with Microsoft Office 365, virtual meeting platforms, customer relationship management (CRM), or client management systems.
• Strong attention to detail and the ability to accurately document client interactions.
• Demonstrated commitment to continuous learning, quality improvement, and professional development.
• Experience in employment, career, or human services is considered an asset.
• Professional certifications related to customer service, career development, or employment services are considered an asset.

Only qualified candidates will be considered for the opportunity. Manpower would like to thank all applicants for their interest; however, due to the number of individuals applying to positions at Manpower, only successful applicants will be contacted. All other resumes will be retained for future opportunities.

Work Location: In person