Job Description

The incumbent is part of a team responsible for the receipt and resolution of all Pay and Time related enquiries from Supervisors and Employees. The agent is the first point of contact for Supervisors for all pay defect enquiries and is required to have in-depth working knowledge of various Payroll/Time Management/Human Resources and Benefits policies, processes and systems as well as legislative issues affecting pay.
 

Job Responsibilities

Below are the main job requirements and responsibilities for the Clerk, HR Contact Centre: 

1.    Answers all enquiries received by the HR Contact Centre through all communication channels.  Is responsible to evaluate the applicable problem and exercise the required discretion and judgement when selecting the appropriate course of action to resolve the situation to the mutual advantage of the employee and the Corporation.  Initiates analysis of issue by referencing systems (e.g. SAP, case management tool), reports (e.g. SAP), external third party reports (e.g. Ceridian), legacy interfaces (e.g. IRMA, LCRMS, AIMS) and sensitive employee-specific data.  Enquiries can be initiated by internal employees, internal people managers, and external corporate partners (e.g. Great West Life, government agencies, etc.).  In cases where resolution is extremely time-sensitive and could be immediately impacting employee pay, takes action to resolve or escalate as appropriate. 

2.    Creates cases based on information gathered during contact and monitors cases that users create using the self-service functionality.  Monitors all pending enquiries to ensure timely resolutions.  Tracks the progress of unresolved or outstanding problems to ensure proper action is being taken and escalates problems, as required, within the prescribed timeframe to the second level of intervention.  Communicates the results to both callers and supervisor.

3.    Requires in-depth working knowledge of various Payroll/Time Management/Human Resources and Benefits policies, processes and systems. Requires working knowledge of all collective agreements with respect to employee total compensation.  Maintains a thorough knowledge of policies, processes and systems to ensure consistency and accuracy of responses.

4.    Educates and recommends to the caller corrective action required regarding SAP entries pertaining to Organization Management, Personnel Administration or Time Management.  Guides the caller through processes as required.

5.    Recommends to the caller self-service options available through Employee Self-Service (ESS), and educates and guides employee through processes as required.
 

Job Responsibilities (continued)

6.    Provides specific details to caller as appropriate with respect to employee total compensation (salary, vacation, sick leave, benefits, etc.) to ensure accurate application of policies and collective agreements.  

7.    Based on data reports, proactively contacts people managers that may be experiencing difficulty within the Time Management area to avoid potential pay affecting errors.

8.    Identifies and escalates issues and opportunities leading to improvements in the overall service provided to prevent employee complaints, supervisor concerns, and union issues.  Assists colleagues by handling irate callers instead of transferring to supervisor when customer can be satisfied by such action.  Escalates irate callers to supervisor when required. Informs supervisor of any backlog, missed deadlines, etc.  Recommends solutions and/or improvements to processes.  Provides information for inclusion in management/audit reports, as required and provides training support.

9.    Is competent, informed and knowledgeable on CPC computer systems and reporting methodologies by using complex computer system applications.  Ability to operate on-line computer and telecommunications equipment.
 

Qualifications

Education
 
•    Completion of secondary school according to provincial standards or equivalent (GED) is required AND Completion of post-secondary (College/University) course(s) may be required.

Experience

•    1-3 years’ of related work experience is required.

Language Requirements:  French

Canada Post is  an exciting place to work! And you can be part of it!

We deliver billions of items to Canadians each year – and you can be a big part of making this happen. As a temporary, on-call delivery agent (also known as a letter carrier), you’ll be the face of Canada Post in your community and make sure customers and businesses get the mail and parcels they’re waiting for.

Does this sound like you? The role of delivery agent would be a great fit if you:

• like meeting people and making their day
• enjoy being outside and active year-round
• want to work for a great national company
• would be proud to serve your fellow Canadians

Job Responsibilities

What will you do?

• You’ll start your day in the depot, sorting and preparing the day’s deliveries
• You’ll load and drive a Canada Post postal vehicle

Job Responsibilities (continued)

• You’ll then spend most of your day outside, delivering mail and packages by foot or by vehicle to customers on your route
• You’ll return to the depot to unload the day’s incoming mail and packages for later delivery

Qualifications

What must you have?

• A valid Class 5 or Class G driver’s licence with a safe driving record for at least 3 years (driver's abstract required)
• The physical ability to lift mail items weighing up to 22.7 kg (50 lb) and carry items weighing up to 15.9 kg (35 lb) regularly throughout the day
• The ability to work in all types of weather
• The availability to be on-call
• The ability to read, write and speak English and/or French

These help, too!

• Experience in customer service
• Experience making deliveries or working as a driver

In return, we offer:

• Competitive pay
• Extensive classroom and on-the-job training about your duties and safety on the job
• Opportunities for permanent employment

Other Information

Today’s Canada Post - Canada Post is an e-commerce powerhouse, delivering billions of items every year. We help small businesses grow. We enrich lives in remote communities. We connect Canadians with each other and to the rest of the world. And we do all this by providing residential and business customers with the best possible delivery experience in the country.

We like to promote from within and can offer you a career rather than a job. While, like all of our delivery agents, you’ll start out on a temporary, on-call basis, you’ll have the opportunity to grow with us and obtain a permanent position … even try out new jobs in different areas of the company.