Telecommunications Operator, Telecommunications

Company: IWK Health

Req ID: 184566 
Department/Program: Telecommunications, Digital and Client Services 
Location: Halifax  
Type of Employment: Permanent Hourly PT (40% FTE) x 1 position(s)
 Start Date: ASAP
Union Status: NSGEU Off&Cler, Admin Professionals Bargaining Unit
Compensation: $22.894 - $24.8939 /hour
Closing Date: 6 October 2024 (Applications are accepted until 23:59 Atlantic Time)

IWK Health is a respected academic health sciences centre located in Halifax, Nova Scotia, providing tertiary and primary care for two million children, youth, adults, and families each year across the Atlantic region. We have a team of approximately 4000 employees, physicians, volunteers, and learners at sites across Nova Scotia. People build careers with IWK Health with our focus on training and mentorship opportunities. We recognize each other’s talent and celebrate our successes. We collaborate in modern facilities or virtually from home, align our work to our values, and enjoy access to enhanced benefits and wellness programs. We are proud to support our patients, families, and communities and are grateful for the generous donor support we receive.

Promoting an anti-racist environment, and calling out discrimination as we work and provide care, is important to us. We are located in Mi’kma’ki, the unceded and ancestral territory of the Mi’kmaq people. Working in Mi’kma’ki and providing care to those across Atlantic Canada is a shared privilege with the original inhabitants who have lived here for many thousands of years prior to colonization. There are 13 First Nation communities across Nova Scotia and more than 50 historic African Nova Scotian communities who also have a long, deep, and complex history dating back over 400 years. We have the highest percentage of people with disabilities in the country. Nova Scotia has the highest proportion of transgender and non-binary people than any other province or territory in the country. We are active in our work to eliminate discrimination but have more work to do to build that trust, acknowledge our biases, and reduce the barriers our diverse communities face. We want IWK Health to be a safe and supportive space of equity and belonging in the care we provide and the employment we offer. We welcome all interested persons who self-identify as Indigenous, Black/African Nova Scotians, Persons of Colour, Immigrants/Newcomers, Persons with Disabilities, 2SLGBTQIA+ to apply to support our goal for our workforce to be representative of the patients, families, and communities that we care for at all job levels.

The Opportunity

Reposting to the Manager of Information Technology, the Telecommunications Operator ensures that all calls received through the IWK Health’s voice communications systems are processed promptly, efficiently and courteously according to IWK Health policy.

Hours of Work

Varied shifts based on 24 hour department coverage. Must be available for all shifts, days, evenings, nights, and weekends including municipal, provincial and national holidays. Schedules are subject to change based on operational requirements.

Your Qualifications

• High School Diploma or GED required
• Previous experience in a similar role preferred
• Previous experience in a customer service or call centre role required
• Working knowledge of Microsoft Office and other computer programs/technology (testing may be conducted on candidates)
• Demonstrated customer service and communication skills required
• Keyboarding skills minimum of 40 wpm required, 60 wpm is preferred (testing may be conducted on shortlisted candidates)
• Proven team player with excellent interpersonal skills required
• Demonstrated ability to respectfully work with a variety of inter-professional team members required
• High degree of initiative, diligence, attention to detail, and self-discipline/focus 
• Commitment to continual learning and willing to share knowledge and support the development of co-workers
• Demonstrated commitment to Family Centred Care required
• Excellent multi-tasking, organizational and prioritization skills required
• Competency in other languages considered an asset

Thank you for your interest in IWK Health.

Please note that we only contact applicants selected for interview/testing. If we invite you to participate in an assessment process (such as an interview or testing) you have the right to request accommodation. Please discuss your needs when invited to the assessment process.

This is a Admin Professionals bargaining unit position. Preference is given to bargaining unit employees for unionized positions. Successful applicants changing unions, bargaining units, or employment status, are advised to seek clarification regarding their seniority, benefits, and vacation entitlement and/or usage, prior to accepting the position.

An offer of employment is conditional upon the completion and satisfactory results of all applicable background checks and confirmation of credentials.

If you are an employee of IWK Health, please apply through the internal careers page to ensure you are flagged as an internal applicant.