No.: CUPE C-22-0349UTE
POSTED: December 13, 2022

DEADLINE: 4:30 p.m. January 3, 2022

Call Centre Agent
1 –Acting Position

Facility Services
CUPE Local 4400 Unit C - Grade J (12 Month)

$27.40 per hour

(It is anticipated that the acting assignment will end on April 27, 2024)

The Toronto District School Board adheres to equitable hiring, employment and promotion practices.

NOTE: The Board is not permitted to offer this position to an employee if the time reasonably
needed to travel to the location of this position from another position held by the employee -
and/or from this position to the location of another position held by the employee or the
starting/ending times of the position would interfere with the employee’s one half hour lunch break
as required by the Collective Agreement.

The TDSB Security Operations Centre is operated 24 hours per day, 365 days per year,
providing emergency and general inquiry services to all TDSB departments and the community.
Reporting to the Physical Plant Security Coordinator, The Call Centre Agent will:

• Provide telephone answering service for the general TDSB inquiry number;

• Provide general information to the public (i.e., answers to TDSB FAQs and information as

• Receive and re-direct incoming calls from the TDSB’s main emergency telephone number;

• Monitor surveillance systems for alarms such as fire, power failure, building systems failure,

• Monitor video surveillance systems;

• Monitor building automation systems;

• Operate various types of communication systems (telephone, pagers, computer, etc.);

• Log and track incidents; and

• Create emergency maintenance work request notifications
  

Summary of Duties:
➢ Operate surveillance systems for alarms such as fire, power failure, building systems failure, gas

detection, break-ins, buildings’ early opening, and fail to close;
➢ Monitor building automation systems;
➢ Log details of alarms and/or reported alarm-related incidents;
➢ Receive and respond to incoming calls from the TDSB’s main emergency telephone number,

which is linked to an automatic call distribution system (ACD) or a computer telephony integration
system (CTI);

➢ Receive and respond to calls by telephone from the public; e.g. the after-hours community use of
schools or other queries;

➢ Provide general information to the public and answer frequently asked questions (FAQs) auxiliary
to the TDSB website;

➢ Maintain excellent rapport and appropriate public relations with the public;
➢ Liaise with TDSB or contracted security personnel and external alarm monitoring services;

➢ Operate the Remedy Problem Tracking system and computerized telephony integration system
(CTI);

➢ Notify appropriate personnel to respond to emergencies via telephone, pager, or radio (i.e. Toronto
Fire and/or Police Services, Ambulance, Toronto Works Department, or TDSB personnel);

➢ Relay messages among supervisory staff and front-line personnel;
➢ Operate the SAP Plant Maintenance computer system to create emergency work request

notifications;
➢ Query the SAP PM system to provide responses to questions re the status of work requests;
➢ Receive incoming calls via the TDSB’s emergency telephone number, which is linked to an

ACD/CTI system for emergency facility repair requests;
➢ Receive calls by telephone for personal emergency assistance; e.g. injuries, accidents, etc.;
➢ Log details of reported incidents;
➢ Maintain data for the telecommunication information system;
➢ Participate in monthly ACD, CTI and Remedy agent performance reviews and communication skills

evaluations;
➢ Assist in analyzing data and producing Call Centre statistical information reports and Automatic

Call Distribution system reports;
➢ Assist analyzing data and verifying accuracy of charges from the Police and Fire Services for

attendance to false alarms;
➢ Prepare reports utilizing word processing, spreadsheet and database applications;
➢ Communicate in person with various staff and visitors who come to the Call Centre for a variety of

reasons; and
➢ Other duties as assigned.

Qualifications:
➢ Secondary school diploma and one year of related experience including extensive telephone

communication experience, or an equivalent combination of education and experience;
➢ Proven ability to communicate effectively with a customer service focus;
➢ Proven ability to deal with difficult calls/situations and to take appropriate action in stressful or

emergency situations according to Board and/or department procedures/guidelines;
➢ Familiarity with telecommunications, radio, surveillance and building automation systems;
➢ Proficient keyboarding skills;
➢ Proficiency and expertise in the use of computer technology (e.g., e-mail, word processing,

spreadsheets, databases, and SAP PM and Remedy);
➢ Ability to document information accurately; and
➢ Knowledge of general office procedures.

Location: 140 Borough Drive (wheelchair accessible)

Shift: Rotating Shifts, Day/Evening/Night

Hours: 40 hours per week

Work Year: 12 months

Please note:

Applications must be submitted:

1. in résumé form with a covering letter to: application.submission@tdsb.on.ca
2. with competition # CUPE C-22-0349UTE in the subject line
3. Apply no later than 4:30pm on Janurary 3, 2022

Only applicants selected for an interview will be contacted. Applications will not be acknowledged in writing.

We strive to meet the accommodation needs of persons with disabilities.
Applicants are encouraged to make their needs for accommodation known in advance during the
application process