INFORMATION OFFICER (Contact Centre Representatives - 5 RESOURCES REQUIRED)
Requisition #: R25-3343 (GOAPRDJP00000654)
Location: Edmonton, AB (Onsite, 5 days a week)
Engagement Type: Contract
Number of Resources required: 5
Rate (CAD): Up to $34 per hour / Commensurate with related experience and market competitiveness
Term: 2025-08-11 to 2026-02-03 with 12 month extension available (up to 18-month contract)
Hours per day: 7.25
Security Screening: Standard (Criminal Record Check)
Submission Deadline/Closing Date: August 1, 2025 (12:00 PM Mountain Time)
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Tri-global Solutions Group Inc. is seeking five (5) Information Officers (Contact Centre Representatives) to join our talented Service Delivery team at Ministry of Service Alberta and Red Tape Reduction (Government of Alberta).
WORK MODEL: The successful contractor(s) will be working fully onsite at the Terrace Building, 9515 - 107 Street, Edmonton, AB . Applicants must be authorized to work in Canada to apply (Canadian Citizen or Permanent Resident). Standard Hours of work are 08:15 - 16:30 with a 1 hour lunch break Alberta time, Monday through Friday excluding holidays. The Information Officer is required to be flexible and available for the potential of 24/7 shift work. This includes and is not limited to days, evenings, weekends, provincial/federal holidays, and overnight shifts.
Please review the project overview and requirements below. If you meet the requirements and are interested in submitting for this role, please reply to this job posting.
If you know other consultants who may be interested in this opportunity kindly share this job posting.
Thank you.
Tri-global Solutions Group Inc.
Website: https://tri-global.com
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PROJECT OVERVIEW
An Information Officer is primarily responsible for providing courteous, timely and accurate information, along with advice to callers regarding different programs via phone call and email. These calls and emails come from Albertans seeking information, problem resolution, guidance, and referrals to other government departments and outside agencies as required on multiple lines of business.
DESCRIPTION OF SERVICES
- Ensure client’s understanding of requirements and information, to empower the client to achieve their objective, if possible.
- Maintain professional decorum when dealing with a variety of caller issues, behaviors, and conduct. Provide appropriate referrals to municipal, provincial, or federal government departments, agencies, associations, registries, courts, law enforcement bodies and legal counsel when the call does not pertain to the program areas assigned mandate or responsibilities.
- Log client contacts in ServiceNow for statistical and reporting purposes.
- Due to the ever-changing environment the Information Officer is responsible for anticipating program changes consistently and reacting with agility in a change heavy environment.
MANDATORY SKILLS
- High School Diploma/GED.
- Demonstrated experience with MS office suite (Excel, Word, PowerPoint, Outlook). (2 years+)
- Experience working in a role that demonstrates customer service skills with clients, either in person or call Centre: Answer phone calls, responding to email enquiries, provide applicants and the public with the appropriate documents and refer callers to the appropriate areas, and forward email packages. (3 years+)
DESIRABLE / NICE TO HAVE SKILLS
- Work experience creating and using advanced Excel skills such as Pivot table, VLOOKUP etc. (1 years+)
- Experience using Microsoft SharePoint. (1 years+)
- Experience with ServiceNow platform. (1 years+)
- Experience with using CXone (call centre software). (1 years+)
NOT FOR YOU?
Check out our other opportunities at https://tri-global.com or follow us on LinkedIn. We thank all candidates in advance. Only candidates selected for an interview will be contacted.
WHY WORK WITH TRI-GLOBAL?
- Empower positive change by enabling our clients to revolutionize innovation and technology, elevating them to a higher level of excellence and efficiency.
- Join an exceptional and committed team that redefines the landscape, forging a distinctive path towards success.
- Engage in stimulating and captivating projects that push boundaries and keep you constantly motivated.
Job Type: Full-time
Pay: Up to $34.00 per hour
Application question(s):
- WORK MODEL: The successful candidate(s) will be working onsite 5 days per week in Edmonton, AB. Candidates are required to be flexible and available for the potential of 24/7 shift work. This includes and is not limited to days, evenings, weekends, provincial/federal holidays, and overnight shifts. Please confirm your understanding of the work model.
Education:
- Secondary School (required)
Experience:
- working within a Public Sector organization: 1 year (preferred)
- using Microsoft Office Suite tools: 5 years (required)
- Answer phone calls, responding to email enquiries, etc.: 4 years (required)
- create/use advanced Excel skills: Pivot table, VLOOKUP, etc.: 2 years (preferred)
- using Microsoft SharePoint: 2 years (preferred)
- ServiceNow platform: 2 years (preferred)
- using CXone (a call centre software) or similar solution: 2 years (preferred)
- customer service skills with clients (in person/Call Centre): 4 years (required)
- prior contact centre or call centre working: 3 years (preferred)
Work Location: In person
Expected start date: 2025-08-11
