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Work at CBC/Radio-Canada

At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance. 
 
Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.

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Behind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.

Created in 2015 to align, lighten and modernize infrastructure, the Technology & Infrastructure (T & I) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.

A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology. Not just in Canada, but around the world. Today, we’re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force and we are the team making it happen.

This is a hybrid position with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.

Your role

Provides advice, guidance, and directives to contact center analysts responsible for providing first-level support for inquiries or issues related to the services offered by the contact center to its employees.

Provides in-depth expertise across all core functional sectors of the contact center. Develops and delivers training, and supports learning within the contact center and for its analysts, as required.

Maintains self-service tools, job aids, and knowledge base used by the contact center team.

Description of duties:

• Manages assigned queues to ensure efficient and timely operations.
• Coaches and guides contact center analysts.
• Maintenance of the knowledge base, self-service tools, and job aids.
• Supports the design, development, and delivery of educational programs used to train analysts across all support areas and levels.
• Collects and analyzes data and statistics from contact center tools to identify issues and formulate recommendations for permanent solutions.
• Liaises with Team Leads and occasionally with project teams regarding service delivery or project completion to ensure the contact center is ready for the implementation of new services.
• As needed, coaches analysts may take over calls due to either the complexity of the issue or the behavior of the caller or agent.
• Supports new projects and initiatives related to contact center operations, as required.
• During periods of high volume, handles incoming interactions as needed.
• Supports the contact center Coordinator and Manager, as required, to ensure the smooth operation of the service center.
• As needed, assumes the duties and responsibilities of the Coordinator to cover for vacations, illness, and training periods.

Qualifications:

• College Diploma in computer science or a D.E.P in computer support
• Minimum four (4) years’ experience providing onsite and telephone IT support

Skills:

• Ability to quickly learn new technologies and train team members on their use.
• Excellent oral and written communication skills.
• Meticulous mindset, good judgment, initiative, and autonomy.
• Strong analytical skills and an openness to all possible solutions to resolve problems.
• Demonstrates critical thinking, the ability to challenge the status quo, and propose new ideas.
• Ability to manage time and priorities effectively in stressful situations.

Candidates may be subject to skills and knowledge testing.
 

We thank all applicants for their interest, but only candidates selected for an interview will be contacted.

As part of our recruitment process, candidates who advance to the next

step will be asked to complete a background check. This includes:  

• A mandatory Criminal record check. 

• Other background checks may be conducted based on the operational requirements of the position.

CBC/Radio-Canada is committed to being a leader in reflecting our country’s diversity. That’s because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That’s why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada’s public broadcaster. For more information, visit the Diversity and Inclusion section of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to [email protected].
 
You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our corporate website. All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of interest. In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.

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