Job Description

WHO WE ARE

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

WHO YOU ARE

We are looking for an individual who thrives on making a difference and who embraces challenges, variety, diversity and our corporate values of respect, integrity, collaboration, accountability and service. Reporting to the Workforce Supervisor, the Intraday Coordinator is responsible for the coordination of the immediate and short term adjustments to Operations Centre employee schedules in order to meet daily call volume requirements and call response standards. The position assesses staff levels; monitors length of calls and call volumes; notes trends; and coordinates and re-adjusts priorities to cost effectively maintain call response standards. Monitors daily staff coverage, ensuring operational requirements are met; adjusts staff schedules; and determines immediate and short-term staffing needs up to 72 hours. The position also sets up and uses the automated call distribution (ACD) system and related computer systems to further meet call volume and staffing requirements; reviews and verifies the accuracy of timekeeping information; and performs a variety of related tasks such as running reports and reviewing workload data to ensure fair distribution among employees and cost effective solutions.

WHAT YOU WILL DO

• Assesses staff levels; monitors length of calls and call volumes; generates reports; notes trends; adjusts staff skill sets; and coordinates and re-adjusts priorities to cost effectively maintain call response standards within the various work groups.
• Monitors daily staff coverage ensuring operational requirements are met; adjusts staff schedules; monitors daily service levels and workflow for the various work group; and liaises with the Emergency Communications Centre Supervisor when required.
• Determines immediate and short-term staffing needs for periods up to 72 hours to service the different client groups; and makes necessary adjustments in accordance with department policies and applicable collective agreement provisions.
• Determines if replacement staffing is necessary to maintain call response standards while limiting overtime and other associated costs; and calls in employees or redistributes calls to meet short-term needs.
• Operates a variety of computer systems to monitor call volumes, assesses immediate service needs; effectively redistributes calls to Communications staff providing call response service to the various work groups; and ensures that call response times are minimized.
• Books and cancels overtime shifts; and determines appropriate pay treatment in accordance with collective agreement provisions.
• Receives, approves and processes short-term requests for vacation, shift trades, illness, medical appointments and other forms of authorized absence; creates break sheets and rosters; makes necessary adjustments for timekeeping purposes; and maintains accurate staffing records.
• Prepares a variety of regular and ad hoc reports related to call volumes, call centre metrics and key performance indicators; and reviews and analyzes reporting data to ensure schedule adherence, fair distribution of employee workload and cost effective solutions.
• Responds to requests for information on employee schedules, staffing and timekeeping matters; and refers questions to others as appropriate.
• Provides guidance and orientation to new users of the ACD and related support systems and scheduling software.
• Assists in developing and delivering classroom training sessions.
• Provides assistance to the Workforce Scheduling Coordinators as required.
• Performs miscellaneous tasks such as maintaining and updating various files and records; setting up new operator profiles; coordinating and scheduling 9-1-1 test calls; and entering service desk tickets.
• Performs related work as required.

WHAT YOU\'LL NEED

• Previous experience in a 24x7 Contact Centre environment. 1-2 years experience on contact centre Real time Management (Intraday Coordinator), Call Management Analyst or equivalent.
• Completion of high school grade 12, supplemented by courses related to the work, such as office administration, computer software and call centre metrics, plus sound related experience; or an equivalent combination of training and experience.
• Knowledge of call centre operations, objectives and practices as they relate to the work performed.
• Knowledge of departmental policies and rules related to the work, and of applicable sections of the collective agreement.
• Knowledge of the use of call distribution and routing software.
• Ability to use software applications and a variety of computer systems related to the work.
• Ability to quickly assess and make day-to-day and hour-to-hour adjustments to meet call centre staffing needs, match calls to the appropriate client service group, and minimize related overtime costs.
• Ability to exercise sound judgement in determining replacement staffing.
• Ability to maintain accurate records and prepare reports related to the work.
• Excellent communication and interpersonal skills.
• Ability to take direction and work independently while balancing multiple priorities and deadlines.
• Ability to be detailed oriented and self-directed.
• Ability to establish and maintain effective working relationships with a variety of contacts.

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm.

As an integral part of British Columbia\'s emergency services, all E-Comm employees are required to be fully vaccinated as a condition of hire and ongoing employment. Candidates may only be exempted from this requirement if they request and are approved for an accommodation based on a characteristic protected by the British Columbia Human Rights Code.

WHAT WE OFFER

• Meaningful work - work with a sense of purpose, supporting the public and first-responders.
• Competitive salary - with the opportunity for increases.
• Generous vacation plan.
• Excellent extended health and dental benefits.
• Employee Savings Plan - employer matched contributions to a savings account.
• Pension - we are members of the Municipal Pension Plan, a defined benefits plan.
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

JOB DETAILS

• Number of positions: Minimum of One (1)

• Wage/Salary: PG 20 | $34.77 to $40.94; $72,321 to $85,155 annually (2023 rates)
• Job status: Temporary Full Time until October 2024
• Hours of work: Shift Schedule - Must be available for day/night shift rotations.
• Employee Group: CUPE, Local 8911
• Department: Operations
• Team Assignment: TBD
• Training: Will be provided. The successful applicant must be able to attend in-person training.
• Location: E-Comm Lower Mainland - 3301 E. Pender Street, Vancouver, BC
• Recruitment Process: The successful applicant will be selected after a panel interview

CLOSING DATE FOR APPLICATIONS:

Thursday, September 28, 2023 @ 11:59pm Pacific Time.

HOW TO APPLY

Select Apply Now and follow the instructions provided to submit your application.

E-Comm 9-1-1