Global Traffic Group (GTG), a leader in innovative solutions for safer roadways and more efficient communities, is seeking a dedicated and professional Call Centre Representative to join our team. This position plays a vital role in delivering exceptional service in a high-volume, fast-paced environment.
We are looking for someone who is calm under pressure, organized, and committed to providing clear and helpful communication in every interaction. This role demands a high level of administrative accuracy, multitasking ability, and professionalism in managing diverse inquiries.
Who You Are
We’re looking for a candidate who:
- Communicates with clarity, empathy, and confidence, even in challenging situations.
- Excels at multitasking, managing multiple phone lines, schedules, and follow-ups simultaneously.
- Demonstrates strong administrative skills, ensuring details are captured accurately and tasks are completed reliably.
- Maintains a calm and courteous demeanor, even when working under pressure or interacting with emotional or frustrated callers.
- Is organized, adaptable, and takes initiative in a fast-moving environment.
Key Responsibilities:
Call Management
- Answer and manage high volumes of incoming calls across multiple phone lines.
- Listen attentively to understand the caller’s needs, resolve concerns, or route them to the appropriate department.
- Maintain a professional, courteous, and composed tone in every conversation.
- Accurately document call details and client interactions.
Scheduling & Coordination
- Schedule, reschedule, and cancel appointments using internal systems.
- Confirm key details with callers to ensure accuracy and consistency in bookings..
Email & Communication Management
- Respond to call centre email inquiries in a timely and professional manner.
- Follow up as needed to ensure inquiries are resolved or routed effectively.
Administrative & Office Support
- Support with office coordination tasks such as shipments, courier requests, and supply orders.
- Assist with basic research and administrative assignments as required.
- Provide backup support to other departments as needed, demonstrating flexibility and teamwork.
Qualifications
- Post-secondary diploma or certificate in Business Administration or equivalent experience.
- Minimum 2 years of experience in a call centre, receptionist, or similar role managing high call volumes.
- Strong verbal and written communication skills.
- Demonstrated ability to prioritize, organize, and manage multiple tasks effectively.
- Highly proficient in Microsoft Office (Outlook, Excel, Word, Teams) and familiar with SharePoint.
- High level of administrative accuracy and attention to detail.
- Calm and solution-oriented when handling difficult conversations.
- Comfortable working independently and as part of a collaborative team.
- Dependable, professional, and adaptable to shifting priorities.
Work Conditions:
- This position is a full-time, 40hr/week requirement
- Work hours are Monday to Friday, 6:30am – 2:30pm
- On-site requirement. Office is located in St. Albert, AB
- Flexibility to work overtime to meet deadlines as required
Conditions of Employment
- Must be legally eligible to work in Canada.
- A satisfactory criminal background check is required.
- Must reside in the greater Edmonton area.
We thank all applicants for their interest in joining Global Traffic Group. Only those selected for an interview will be contacted.
