Call Centre Operator (Part-Time)

Join us at Ottawa Community Housing, where we are more than a home to about 33,000 tenants across approximately 15,000 homes. As Ottawa's largest social and affordable housing provider, ranking second largest in Ontario and fourth largest in Canada, we're committed to enhancing tenant well-being through partnerships with local service providers and support agencies.

At OCH, diversity and equal opportunities are at the core of our workplace culture. We strive to mirror the vibrant communities of our city and have been honoured as the National Capital Region's Top Employer every year since 2018.

WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE! Together, we're transforming tenants' lives by “providing more than a home, because we care”.

What we offer

Joining OCH means making a meaningful difference every day. We provide opportunities to positively impact your community in multiple ways. Recognizing that our employees are the cornerstone of our organization, we offer a comprehensive and competitive compensation and benefits package, flexible work options, professional development opportunities, health and wellness programs, and more.

What we seek:

OCH is currently seeking a dedicated Call Centre Operator (CCO) to assist our tenants with safety, security, maintenance, and pest management concerns in OCHC communities through phone calls. The selected candidate will be working under the guidance of the Call Centre Manager and will be responsible for handling both emergency and routine phone calls. The ideal individual should have the ability to assess and prioritize requests in a timely and effective manner while showing compassion towards our tenants.

Call Centre Operator with OCH:

Communicating, understanding, and resolving our tenants’ concerns is a main priority for our organization. As the CCO, you will be at the forefront of our mission to provide solutions for our tenants by collaborating with Community Safety and Operations team, emergency services, and approved contractors. You will be the voice that connects our vibrant community and brings the vision of our organization into reality by ensuring that our community members are safe, acknowledged, and supported.

As a CCO, some of the things you do will include:

• Monitor and respond to each phone call with accuracy and in an appropriate manner
• Provide first call resolution and/or directs tenants to the proper channels for service handling
• Contact emergency services when required
• Keep track of service response and outcomes
• Provide basic maintenance tips to tenants on the phone
• Initiate and assign maintenance work order
• Receive tenant pest management requests and clarify information
• Ensure the accuracy of all information within the data base
• Respond to intrusion and elevator alarms
• Respond to radio communications from other departments
• Follow OCHC policies and Privacy legislation regarding collecting and handling of personal information

As a CCO, you can look forward to:

• A hybrid, fast-paced environment filled with exciting challenges to overcome
• A supportive team to help you when needed
• Opportunities for growth and career advancement
• Becoming the “go-to” problem solver and the trusted ally of our tenants

What you bring:

Education & Experience:

A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge, and ability warrant.

• Completion of Grade 12
• Minimum of two years’ experience in a high demand client service-oriented environment
• Knowledge of basic Fire and Safety codes in residential buildings
• Working knowledge of applicable Occupational Health and Safety legislation
• Effective oral communication skills in English and French
• Respect for diversity and familiarity with socio-cultural issues

Skills and abilities:

• Ability to overcome social and cultural barriers to communication
• Excellent organizational skills
• Outstanding interpersonal and communication skills
• Ability to follow protocols and work without close supervision
• Ability to speak additional languages commonly used by OCHC tenants is an asset

Other requirements:

• Satisfactory Criminal Records Check

Work conditions:

This is a hybrid part-time position with rotational shifts (afternoons, nights, weekends, overnights, and holidays) as directed by the Manager of the Call Centre.

Other details about the role:

Affiliation: CUPE 503

OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.

Apply now!