Contact Centre Advisor - Office of the Registrar (Appendix D)

Find Your Spot at Humber

At Humber, we are a vibrant, diverse community of professionals dedicated to providing an exceptional learning experience for our students. Through our strategic vision and exciting new brand Builders of Brilliance we are co-constructing a new model of polytechnic education for Ontario, Canada, and the world. We are committed to ensuring Humber offers the right programs, with the most effective teaching and learning approaches, to prepare exceptional leaders for our industries and communities.

To achieve our vision, we take finding and developing the right talent very seriously. We offer a collegial, collaborative, inclusive environment in which each individual is supported to grow and bring their best each day.

If you are excited by the prospect of contributing to our vision for learning, if you would like to be part of building a new model of polytechnic education, of ‘building brilliance’, in one of Canada’s preeminent higher education institutions, then here is your opportunity to join our dynamic team.
 

Job Details:

Position Title: Contact Centre Advisor

Status: Full Time Support Staff

Hours: 35 hours per week

Faculty/Department: Office of the Registrar

Campus/Location: North campus and must be comfortable working hybrid, working onsite a minimum 4 days a week

Salary: Payband E (Min $29.83 – Max $34.42)
 

About the Office of the Registrar at Humber:

The Office of the Registrar supports and celebrates student success. We provide students and the campus community with support through the distribution of key information, high-quality service delivery and the maintenance of essential systems and processes. Our dedicated staff work in a myriad of areas including Admissions, Academic Records, Convocation, Contact Centre, Fees, Financial Aid, Registration & Course Scheduling, Reporting, and Student Systems at both our North and Lakeshore campuses. We are a collaborative team that welcomes innovation, upholds a culture of inclusiveness and respect, and supports wellness.
 

About the Contact Centre Advisor Role:

As a Contact Centre Advisor, you have a passion for helping students with their journey through post-secondary education. Acting as a first line of response to the Humber community, you communicate in a helpful and engaging tone and focus on providing accurate information and guidance to customers.

Reporting to the Manager, Contact Centre, the Contact Centre Advisor will provide expert advice and assistance regarding a diverse range of general college and academic program information, college-related events and services, academic policy and college processes while providing general knowledge of the other areas as required.

The successful candidate must retain a wide range of knowledge on programs, courses, academic policies, Humber and Ministry of Training, Colleges and Universities (MTCU) policies and procedures, college services and campus events.

Specific types of assistance or information requests will include:

• Responding directly to inquiries related to Institutional and Office of the Registrar services/processes

• Directing specific subject matter questions to experts within the Office of the Registrar or within the academic schools as appropriate for further assistance

• Providing information and/or directions to a variety of on and off-campus events and campus services

• Providing assistance using the college website and accessing services through MyHumber

The Contact Centre Advisor is responsible for providing information and services through multiple service paths including: by telephone, email, Social Media, Live Chat and in-person.

About you:

You are passionate about working at Ontario’s largest polytechnic; you thrive on improving productivity and quality that contribute to team success! If this sounds like you, keep reading:
 

Education

• The successful candidate will possess a two-year diploma from a post-secondary institution in a related field of study.
   

Experience/Skills:

• The incumbent will have at least two years of related professional experience working in a service environment.

• You have a desire to provide exceptional service and thrive on receiving feedback in order to enhance your performance.

• You enjoy working in a fast-paced environment and can handle the pressure of dealing with a high volume of customer interactions.

• You are a problem-solver who uses all available resources to find the best solution for each customer and your initiative is shown in your pro-active approach to addressing customer concerns.

• You have a wealth of knowledge and enjoy sharing that knowledge about Humber, its departments, academic schools and key personnel.
   

Successful Applicants:

• Must have access to a reliable internet connection.

• Must have a suitable and private workspace to take calls from home/remotely.

• Should be comfortable working from home/remotely and on-campus as we are utilizing a hybrid approach.

If this sounds like you, we’d love to hear from you! At Humber Polytechnic we don’t just accept difference — we celebrate it! Experience comes in many forms, skills are transferable, and a progressive mindset goes a long way at Humber. If your experience is close to what we’re looking for, consider applying and tell us why you are a great candidate for this job. Find your Spot at Humber!
 

What’s in it for you?

• An opportunity to have an impact with a post-secondary institution, poised to do great things.

• Diverse, hard-working, committed team of people who care about each other.

• Tools and technology that will allow you to succeed at your job.

• Amazing perks and the opportunity to work within a highly supportive team.

We thank you for your interest in working with Humber Polytechnic. Only applicants selected for an interview will be contacted. Consideration for Support Staff (Article 17 of FT Support Staff and Article 19 of PT Support Staff) positions will be given to internal employees in accordance with the respective Collective Agreements.
 

Equity, Diversity and Inclusion

Humber Polytechnic is committed to a workforce that reflects the diversity of our students and our city. We actively seek Indigenous Peoples and individuals from equity-deserving groups with demonstrated skills and knowledge to deal with all aspects of equity, diversity and inclusion in a post-secondary environment.

Humber supports employment equity. Racialized workers, women, Indigenous workers, LGBTQ2S+ workers and workers with disabilities are encouraged to apply. For the purpose of statistical data collection, applicants are strongly encouraged to voluntarily self-identify. Humber’s diverse workplace also supports Francophone workers and young workers.
 

Accommodation

Humber Polytechnic is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our Talent Acquisition team will work with applicants requesting accommodations at any stage of the hiring process. This document is available in alternate formats upon request.
 

Anti-Discrimination Statement

At Humber Polytechnic, all forms of discrimination and harassment are prohibited. All employees and applicants have the right to work in an environment that is free from discrimination and harassment. If you need assistance with concerns related to discrimination and harassment, please contact the Office of Human Rights and Harassment ([email protected]).