Clerk, Contact Centre - Level 1
Canada Post - Postes Canada
Ottawa, ON
Job Requisition Id: 18382
Business Function: Human Resources
Primary City: Ottawa

Other Location(s):
Province: Ontario
Employment Type: Part-Time
Employment Status: Term
Language Requirement: Bilingual Imperative (BBBB)
Employee Class and Level: UPCEA04
Number of Vacancies: 5
Job Closing Date (dd/mm/yyyy): 07/07/2019

Job Description
The Clerk Contact Centre Level 1 receives and responds to first level HR related enquiries from employees in a timely and accurate manner.

Job Responsibilities
Below are the main job requirements and responsibilities for the Clerk Contact Centre Level 1.

Responds first level enquiries and provides information and guidance, or investigates and pinpoints issues, related to HR services. Enquiries span employees’ lifecycle from “hire to retire” and includes pay and benefits programs, Short Term Disability Program (STDP), time and leave administration, Direct Contribution (DC) pension plan, legislated programs and employee “tombstone” data.; Escalates more complex and elaborate issues to Level Two Analysts.

Investigates, resolves and processes human resource tombstone data changes in SAP.

Responds to employee and Payroll enquiries on taxation and bank details. Verifies and processes requests for confirmation of employment to employees and third parties.

Obtains all required documentation and accurately processes staffing transactions.

Communicates and works closely with Payroll to ensure quality assurance in that employees are correctly paid. Investigates causes of pay anomalies arising from SAP input. Generates pay simulations and may stop or recall pay where necessary.
Job Responsibilities (continued)
Remains abreast of all relevant changes in collective agreements, studies corporate directives, publications and regulations, maintains proficiency in the corporate standard software (i.e., Excel, MS Word, Access, PowerPoint, SAP) and participates in conferences and training to increase knowledge of human resources policies and practices.

Educates, guides and coaches employees and team leaders in interpreting employees’ SAP data, recommending corrective action where required. Promotes the use of employee self-serve (ESS) and management self-serve (My Team).

Creates cases and forwards to the HRSS Transaction Team for processing where investigation has resulted in a data problem requiring correction. Monitors and follows up on reassigned cases to ensure timely resolution.

Communicates with a variety of internal and external sources in dealing with employee issues including payroll service provider, HPM community, government agencies, insurance companies, financial institutions and Workers’ Compensation Boards.

May work in other areas of HRSS to ensure an adequate level of service to employees, team leaders and the Corporation.

Completion of secondary school according to provincial standards or equivalent (GED) is required PLUS
Completion of post-secondary (College/University) courses in a related field is required.


1-3 years of related work experience is required.

Other Candidate Requirements

Can deduce pertinent information from available data and summarize it into a concise and accurate account of the customer’s needs and concerns.
Proficient with Windows and standard PC applications such as SAP, MS Office and Outlook.
Strong keyboarding/typing skills of 30 wpm with 95% accuracy.
Adaptable to changing daily priorities and capable of spending extended periods of time on the phone and/or working at a computer.
Effective interpersonal skills, reliability, integrity, professionalism, team spirit and the proven ability to maintain confidentiality.
Able to maintain a high degree of productivity and work with minimal supervision, exercising initiative, independent judgement and tact.
Able to effectively organize workload, set priorities and multitask.
Comfortable working in high pressure situations and dealing with internal or external clients.
Other Information
Bilingualism in French and English is required.

Sixteen (16) months term position with the possibility of permanency or extension.

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

Employment Equity
Canada Post is committed to employment equity and encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.

Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

If you are contacted by Canada Post regarding a job opportunity or testing, please advise if you require accommodation.

Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

Leadership Behaviours
Decision Making – A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.

Our Values
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Transformation – We will innovate and transform to win in the marketplace.
Customer – We serve Canadians with pride and passion.
Integrity – We act responsibly and with integrity.
Respect – We treat each other with fairness and respect.
Safety – We are committed to a safe and healthy environment for all our stakeholders.