Operation Control Center Representative (Call Center)
- Transportation
- Hanwell
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Brun-Way Highways Operations Inc. is seeking a qualified individual for the permanent full-time position of Operations Control Centre Representative (OCCR) (Call Center Specialist) to start as soon as possible. Brun-Way is responsible for 275 kilometres of the Trans-Canada Highway from the Quebec border to Longs Creek (west of Fredericton) and Route 95 between Woodstock and the Houlton Border until the year 2033.
Position Summary:
The Operations Control Centre (OCC) is Brun-Way’s centralized total services business model. The OCC consolidates several core processes including end-to-end service requests pertaining to operational matters, highway maintenance and emergencies, as well as account management.
The OCC operates 24/7 (24 hours a day, 7 days a week), 12 hour shifts both night and day on a rotating shift Sunday to Saturday.
Responsibilities:
- Handle customer requests and issues (both routine and urgent) if necessary, dispatching the appropriate staff for the location of incident.
- Perform various administrative functions.
- Liaison with external agencies and coordinate implementation action with internal staff and suppliers as required for any incident that may arise on the operating facility.
- Input all highway incident related data into the Computerized Management System, including actions taken and field reported details on accident and facility damages.
- Initiate communication contact and supply highway operational and maintenance information (e.g. weather and road conditions, planned and emergency road closures) to external sources in compliance with the Brun-Way policies.
- Monitor cameras and process information for external clients.
Qualifications:
- Strong verbal communication skills in English as well as French
- Exceptional telephone, customer service and computer skills
- Demonstrated analytical, troubleshooting and problem-solving skills
- Attention to detail with strong organizational skills
- Demonstrates strong initiative and follow-through coordination skills
- Able to multi-task and manage competing priorities
- People Soft / JD Edwards experience a definite asset
- Adaptable and flexible to change
- Ability to work independently & as a team member
Founded in 1911, SNC-Lavalin is a global fully integrated professional services and project management company and a major player in the ownership of infrastructure. From offices around the world, SNC-Lavalin's employees are proud to build what matters. Our teams provide comprehensive end-to-end project solutions – including capital investment, consulting, design, engineering, construction, sustaining capital and operations and maintenance – to clients in oil and gas, mining and metallurgy, infrastructure and power. On July 3, 2017, SNC-Lavalin acquired Atkins, one of the world's most respected design, engineering and project management consultancies. http://www.snclavalin.com
At SNC-Lavalin, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.
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