311 Information Specialist

Job Summary

The Information Specialist role is an integral one for 311 operations. This role collects, clarifies and translates business area call types and process requirements into knowledge base content. The Information Specialist role is also responsible for developing and delivering all trainings for Customer Service Advisors, including creating presentations and materials that support a blended learning approach and that incorporates a range of learning methodologies to engage, evaluate and sustain learning within the 311 Citizen Contact Centre. They also lead groups through process mapping, information gathering sessions and provide support for front-line staff and/or users in various business units. They are accountable for the integrity and consistency of the information, document style, filing and search schematics to ensure that content is error-free and of the highest quality possible.

Duties and Responsibilities

• Create and maintain knowledge base content and category requirements in knowledge base in a logical manner to be used for answering all inquiries.
• Conduct process mapping and analysis of current and proposed Business Units processes.
• Actively participate in new projects and initiatives (within 311 Citizen Contact Centre and Business Units), as well as champion new processes and technology.
• Develop and deliver training presentations and materials that support a blended learning approach and that incorporates a range of learning methodologies to engage, evaluate and sustain the learning within the 311 Citizen Contact Centre.
• Create supporting resources and training presentations for new technologies or technology upgrades.
• Provide refresh trainings and conduct monthly huddle sessions to keep Customer Service Advisors up to date on relevant information and review general information to ensure consistency and fluency with information.
• Monitor and respond to the KB.Info email inbox, respond to resident inquires and submit Service Requests to ensure requests are actioned.
• Work with the social media team to ensure key messaging is streamlined between all media channels and 311.
• Analyze call type information such as service levels, call frequency, priority/urgency, and first call resolution versus service request submitted to Business Units.
• Provide clarification on knowledge base to Customer Service Advisors and Team Leaders.
• Point of contact between Business Units and 311 Citizen Contact Centre for any inquiry related to the Business Unit.
• Perform research and analysis in order to improve 311 operational efficiencies in handling client inquires.
• Liaises and coordinates 311 afterhours service to ensure seamless communication, timely issue resolution and continuity of service delivery outside of regular business hours.
• Coordinates with internal departments and partners to facilitate prompt response to inquiries. Monitors and escalates urgent matters to appropriate teams/Manager to ensure timely resolutions.

Skills and Qualifications

• Degree or diploma in business or administration preferred.
• Minimum of one year of call centre industry experience with solid customer focus.
• Strong understanding of technology around customer relationship management, customer satisfaction metrics and call volume management.
• Ability to deliver high-quality and engaging training to both large and small groups.
• Excellent problem-solving and communication skills - both written and verbal