Calgary Board of Education Looking for HR Employee Contact Centre Representative- Temporary at Calgary, AB Full Time

Each student, in keeping with their individual abilities and gifts, will complete high school with a foundation of learning necessary to thrive in life, work and continued learning.

Values

Students come first. Learning is our central purpose. Public education serves the common good.

Culture

The CBE strives to create a dynamic, diverse, and collaborative culture. We value diversity and welcome applications from all qualified individuals.

Competition Close Date: Wednesday, April 20, 2022 @ 11:59 PM

Calendar: 12 month

Salary: SA Grade D, $23.62 to $30.96 per hour

FTE: 1.0

This is a temporary position with an expected end date of August 31, 2022.

Purpose

• The primary purpose of this position is to assist all CBE employees/former employees and retirees with questions regarding payroll, benefits, employee self-service, and other Human Resources transactions through email and telephone contacts, directing complex Tier 2 enquiries to HR Service Representatives or HR Specialists as required.

• The ECC representatives will also provide assistance to the HR Operations teams across all areas of administration and processing of total compensation elements and employee life events which includes, but is not limited to; salary / wages, benefits, leaves of absence, resignations and retirements.

Accountability

• Supporting employees by verifying HR information, investigating, and responding to questions based on knowledge and resources available and seeking second level support when required.

• Directing employees to utilize the resources available to them to build their own understanding of their total compensation program, benefits, and employment provisions.

• Resolving issues in a timely and efficient manner with a strong emphasis on customer service.

• Ensuring the accurate processing of employee HR data in PeopleSoft, for example; address changes, name change, license & certificates and the creation of employment confirmation letters.

• Building positive, productive relationships with co-workers and stakeholders to support the delivery of excellent customer service.

This position must participate collaboratively towards positive team productivity and outcomes and must ensure a strict level of confidentiality in all Human Resource matters in compliance with the Freedom of Information and protection of Privacy (FOIP) legislation and HR ethics.

Major Responsibilities

• Serves as the primary first point of contact for CBE staff and External Candidates regarding incidents and assistance with PeopleSoft, payroll, benefits, and HR related questions. Responds to reported issues and takes appropriate action based on accountabilities or escalates to appropriate party.

• Provide employees with accurate, consistent, and timely responses and explanations regarding HR related questions, benefit inquiries, and payroll, with the goal to resolve the question or issue at the first initial contact

• Answer all inbound calls through call queue software program and return all voicemails and emails within customer service standards while maintaining a professional and friendly manner.

• Effectively research required information using available resources and make decisions based on the information you have available to you to assist CBE employees/former employees and retirees.

• Documents all HR Employee Contact Centre contacts in the call management system and strives for clarity, accuracy, and precision.

• Adheres to Human Resources business processes and practices by maintaining current understanding of HR processes as related to role including employment standards, payroll legislation, CBE admin regulations, collective agreements, and terms and conditions of employment.

• Sets expectations as appropriate and capture required information to facilitate timely resolution of the employee request.

• Support employees by explaining the process and established interpretations of Collective Agreements and Terms and Conditions of Employment in relation to administering leaves of absence, applicable extensions and the appropriate benefits for all employee groups.

• Recognize urgent employee concerns and escalate to Team Lead as required.

• Direct complex HR questions and issues to Tier 2 HR Service Representatives or HR Specialists for timely resolution.

• Support HR Service Representatives through updating and maintaining employee HR data held in PeopleSoft.

• Supports the HR Services Representatives in the calculation and processing of previous experience and education for teachers eligible for grid rate placement. Researches prior service information for employees and verifies past experience for former employees’ salary grid placement with other Boards.

• Maintains knowledge of and adheres to CBE FOIP practice and processes primarily in relation to unintended distribution of material. Reports FOIP incidents immediately to Team Lead.

• Identifies trends that indicate potential service delivery problems, is proactive to ensure those problem areas are recognized and noted

• Provides input to Team Lead regarding staff training requirements. Tests training modules and documentation and delivers training in the form of assistance and orientation to callers.

• Performs other related responsibilities as assigned to meet the purpose and accountabilities of the role.

Qualifications

Education and Experience

• One Year Post-Secondary certificate in Human Resources

• Minimum one year related HR experience

• Call center experience is an asset

• Demonstrated knowledge and application of integrated human resources information systems like PeopleSoft is an asset.

• An equivalent combination of related education and directly related HR professional experience may be considered.

Demonstrated Skills and Competencies

• Adaptability to a rapidly changing environment; demonstrated reliability and ability to be flexible.

• Ability to manage multiple priorities in a fast-paced environment with an action orientated, proactive and responsive attitude to achieve high quality deliverables with exceptional follow through.

• Strong ability to work independently with minimal supervision as well as part of a team.

• Exceptional customer service skills and strong written and verbal communications skills.

• Professionalism, tact, courtesy and diplomacy skills.

• Demonstrated proficiency in utilizing computer applications, such as word processing, spreadsheet, database presentation and electronic mail. Must demonstrate accurate keyboarding skills.

• Personal initiative in follow-through is critical

• Demonstrated reliability, integrity and dependability.

• Personal suitability.

Police Information Clearance: Applicants new to the Calgary Board of Education WHO ARE OFFERED EMPLOYMENT must complete and pass a police information clearance before employment is confirmed.

Are you looking for an opportunity to join a team where your contribution makes a positive impact on the lives and learning of more than 125,000 CBE students? The Calgary Board of Education is looking for exceptional professionals to join our team. Our employees are highly valued and recognized, a career with the CBE offers incredible opportunities, rewards and supports.

We thank all candidates for their interest in this position however only those selected for an interview will be contacted.