Job ID #32119: Customer Contact Centre Dispatcher PT PERIODIC POST

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #32119: Customer Contact Centre Dispatcher PT-PERIODIC POST-all vacancies considered
• Union: CUPE Local 5167
• Job Description ID #: 6123
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-cityby 4:00 p.m. on July 29, 2026.
• Duration: Up to 12 months
• Vacancy type: This posting will be used to fill current vacancies, as well as any further vacancies which arise during the period noted above
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  

SUMMARY OF DUTIES

Reporting to the Supervisor, Customer Contact Centre. Responsible for receiving, evaluating, prioritizing, dispatching and logging information into the Customer Relationship Management software based on departmental guidelines for the City of Hamilton department contracts and associated partners.

GENERAL DUTIES

Act as prime customer contact with the public for the City of Hamilton.

Receive and dispatch calls to the field officers and investigators and forward emergency and priority service requests to Supervisors and Superintendents.

Receive after hours calls on services including, but not limited to Animal Control, Parking Enforcement, Public Health, Roads, Facilities, Traffic and Water Department Divisions. Dispatch services as required.

Utilize water on/off list and notifies Fire Department of all updates.

Recognize trends or changes in types of calls or questions that callers have. React to situational and weather event changes by ensuring that appropriate persons are notified.

Communicate protocols, policies and procedures to municipal staff, contractors, field supervisors.

Provide suitable resolutions to emergency issues in accordance with procedures, governing by-laws and City of Hamilton policies.

Accurately record all interactions in the CRM system, in a timely manner to ensure appropriate action to both internal and external clients.

Monitor and follow-up on emergency enquiries including sewer back-ups, watermain breaks, flooding, snow removal, animal services, public health and emergency road and traffic situations.

Liaise with all levels of management, supervisors, elected officials, other departments, outside agencies and contractors by telephone, e-mail and fax.

Self monitor and measure performance against written guidelines to ensure the desired level of customer satisfaction and service using tools available.

Maintain and update computerized files inquiry tracking for department programs and information management resources.

Promote continuous learning and improvement through peer coaching.

Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Perform other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. Previous front line customer service or Customer Contact Centre experience.
2. Experience using multi-channel hand held radios and multi-channel computerized Motorola IP radios.
3. Previous experience in an in-bound call centre and experience dispatching.
4. Excellent people skills with an emphasis on customer service in a diverse community that includes multi-racial, multi-ethnic, multi-lingual and multi-religious members.
5. Experience in a computerized environment. Working knowledge of Microsoft suite of products (Word, Excel and Microsoft Outlook). Ability to conduct Internet and Intranet searches. Must be able to input data quickly, accurately, and across multiple systems. Demonstrated experience working in a Customer Relationship Management System and working knowledge of Hansen, Amanda or other asset management software is an asset.
6. Ability to work well with the public and an ability to adopt a customer perspective.
7. Must possess good verbal and written communication skills.
8. Excellent interpersonal skills demonstrated tact and professionalism in dealing with the public.
9. Must possess initiative and good judgement in assessing urgency of calls and appropriate referrals.
10. Familiarity with call centre concepts including Automatic Call Distribution (ACD), queues, quality standards and wait times. Understanding of multi-line telephone technology is necessary.
11. Superior telephone manners and good listening skills.
12. Strong verbal communication skills including good phone etiquette, voice quality, diction and articulation.
13. Excellent command of the English language both written and verbal.
14. Demonstrated ability to work independently and in a team environment as well as demonstrating excellent tact, judgment and responsibility.
15. Demonstrated understanding of the services/responsibilities of all levels of government.
16. Demonstrated ability to work in a faced-paced environment, strong multi-tasking abilities. Ability to sit for extended periods of time.
17. Must be able to work rotating shifts, afternoons, weekends and statutory holidays.

NOTE:

Part time: up to 24 hours per week, with fluctuations according to the business operations. The incumbent must be available to work a flexible 24/7 365 day rotating shift schedule Monday – Friday evenings between 4:30 pm – 8:30 am, and Saturday – Sunday hours covering a 24/7 shift pattern, holidays included.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.