2025-150; RCMP CSR Shift Supervisor (Police OCC)

RCMP CSR Shift Supervisor (Police OCC)

Position : 2025-150. Location : City of Burnaby, British Columbia.

This position works in the RCMP Non‑Emergency Call Centre organizational unit. An incumbent of this class assigns, directs and reviews the work of Customer Service Representative staff on an assigned shift, monitors call responses for quality, and reviews and implements new and / or improved systems and procedures. They explain and interpret technical information and applicable bylaws, criminal and CDSA laws, departmental policies, practices, procedures and rules to a variety of internal and external contacts; serve as the first line of referral from subordinates for routine and complex complaints and enquiries; coordinate with staff in other departments; and work with minimal supervision, exercising considerable independence of judgement within established procedures.

Responsibilities

• Assign, direct and review the work of Customer Service Representative staff on an assigned shift.
• Monitor call responses for quality and effectiveness.
• Review and implement new and improved systems and procedures.
• Explain and interpret technical information and relevant laws, policies and procedures to internal and external contacts.
• Serve as first line of referral for routine and complex complaints and enquiries.
• Coordinate with staff in other departments on matters related to the work.
• Work with minimal supervision, exercising considerable independence of judgement within established procedures.

Qualifications

Qualifications include completion of Grade 12 supplemented by courses related to administrative, customer service or call centre operations, plus considerable related experience in a police environment including some supervisory experience, or an equivalent combination of training and experience. The incumbent must possess sound knowledge of bylaws, criminal and CDSA laws, policies, practices, procedures, and regulations pertaining to City and RCMP operations. They must be proficient in information management systems, software applications, and call‑centre technology. The incumbent must be able to deal effectively and courteously with the public, supply information and assistance in response to enquiries, listen and discern significant information, adjudicate requests, and handle multiple tasks simultaneously while communicating effectively orally and in writing. The incumbent will be required to obtain and maintain an RCMP Enhanced Security Clearance.

Schedule

80 hours bi‑weekly; rotating shifts between 0800 hrs & 2100 hrs, providing 7‑day coverage. This schedule includes statutory holidays. Each shift is 11 hours, including a one‑hour unpaid meal break.

Application Information

Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview. Please contact People and Culture at 604‑294‑7303 if you do not receive a confirmation email within one hour of submitting your application online at www.burnaby.ca / careers. We thank all applicants for their interest; however, only those considered for an interview will be contacted.

We respectfully acknowledge that the City of Burnaby is located on the unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), səlilwətaɬ (Tsleil‑Waututh), and kʷikʷəƛ̓əm Peoples (Kwikwetlem). Each Nation has distinct histories and traditional territories that fully or partially encompass the city. We are grateful to be on these territories as we dedicate ourselves to creating an inclusive and diverse workforce that reflects our vibrant community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.

Competition Status

This competition has been extended and will remain open until filled. New applications are welcome!

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