Operation Control Center Representative (Call Center)

Brun-Way Highways Operations Inc. is seeking a qualified individual for the permanent full-time position of Operations Control Centre Representative (OCCR) (Call Center Specialist) to start as soon as possible.  Brun-Way is responsible for 275 kilometres of the Trans-Canada Highway from the Quebec border to Longs Creek (west of Fredericton) and Route 95 between Woodstock and the Houlton Border until the year 2033.

Position Summary:

The Operations Control Centre (OCC) is Brun-Way’s centralized total services business model. The OCC consolidates several core processes including end-to-end service requests pertaining to operational matters, highway maintenance and emergencies, as well as account management.

The OCC operates 24/7 (24 hours a day, 7 days a week),  12 hour shifts both night and day on a rotating shift Sunday to Saturday.

Responsibilities:

• Handle customer requests and issues (both routine and urgent) if necessary, dispatching the appropriate staff for the location of incident.
• Perform various administrative functions.
• Liaison with external agencies and coordinate implementation action with internal staff and suppliers as required for any incident that may arise on the operating facility. 
• Input all highway incident related data into the Computerized Management System, including actions taken and field reported details on accident and facility damages.
• Initiate communication contact and supply highway operational and maintenance information (e.g. weather and road conditions, planned and emergency road closures) to external sources in compliance with the Brun-Way policies.
• Monitor cameras and process information for external clients.

  Qualifications:

• Strong verbal communication skills in English as well as French
• Exceptional telephone, customer service and computer skills
• Demonstrated analytical, troubleshooting and problem-solving skills
• Attention to detail with strong organizational skills
• Demonstrates strong initiative and follow-through coordination skills
• Able to multi-task and manage competing priorities
• People Soft / JD Edwards experience a definite asset
• Adaptable and flexible to change
• Ability to work independently & as a team member

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At SNC-Lavalin, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.