Clerk, HR Contact Centre

June 6 2022
Industries Public services (gas, water, electric)
Categories Compensation -Benefits, HR support, HR, Training, HR, Training, HRIS, ATS, Labor Relations - Legal, Payroll
Ottawa, ON

The incumbent is part of a team responsible for the receipt and resolution of all Pay and Time related enquiries from Supervisors and Employees. The agent is the first point of contact for Supervisors for all pay defect enquiries and is required to have in-depth working knowledge of various Payroll/Time Management/Human Resources and Benefits policies, processes and systems as well as legislative issues affecting pay.

Job Responsibilities

Below are the main job requirements and responsibilities for the Clerk, HR Contact Centre: 

1.    Answers all enquiries received by the HR Contact Centre through all communication channels.  Is responsible to evaluate the applicable problem and exercise the required discretion and judgement when selecting the appropriate course of action to resolve the situation to the mutual advantage of the employee and the Corporation.  Initiates analysis of issue by referencing systems (e.g. SAP, case management tool), reports (e.g. SAP), external third party reports (e.g. Ceridian), legacy interfaces (e.g. IRMA, LCRMS, AIMS) and sensitive employee-specific data.  Enquiries can be initiated by internal employees, internal people managers, and external corporate partners (e.g. Great West Life, government agencies, etc.).  In cases where resolution is extremely time-sensitive and could be immediately impacting employee pay, takes action to resolve or escalate as appropriate. 

2.    Creates cases based on information gathered during contact and monitors cases that users create using the self-service functionality.  Monitors all pending enquiries to ensure timely resolutions.  Tracks the progress of unresolved or outstanding problems to ensure proper action is being taken and escalates problems, as required, within the prescribed timeframe to the second level of intervention.  Communicates the results to both callers and supervisor.

3.    Requires in-depth working knowledge of various Payroll/Time Management/Human Resources and Benefits policies, processes and systems. Requires working knowledge of all collective agreements with respect to employee total compensation.  Maintains a thorough knowledge of policies, processes and systems to ensure consistency and accuracy of responses.

4.    Educates and recommends to the caller corrective action required regarding SAP entries pertaining to Organization Management, Personnel Administration or Time Management.  Guides the caller through processes as required.

5.    Recommends to the caller self-service options available through Employee Self-Service (ESS), and educates and guides employee through processes as required.

6.    Provides specific details to caller as appropriate with respect to employee total compensation (salary, vacation, sick leave, benefits, etc.) to ensure accurate application of policies and collective agreements.  

7.    Based on data reports, proactively contacts people managers that may be experiencing difficulty within the Time Management area to avoid potential pay affecting errors.

8.    Identifies and escalates issues and opportunities leading to improvements in the overall service provided to prevent employee complaints, supervisor concerns, and union issues.  Assists colleagues by handling irate callers instead of transferring to supervisor when customer can be satisfied by such action.  Escalates irate callers to supervisor when required. Informs supervisor of any backlog, missed deadlines, etc.  Recommends solutions and/or improvements to processes.  Provides information for inclusion in management/audit reports, as required and provides training support.

9.    Is competent, informed and knowledgeable on CPC computer systems and reporting methodologies by using complex computer system applications.  Ability to operate on-line computer and telecommunications equipment.


•    Completion of secondary school according to provincial standards or equivalent (GED) is required AND Completion of post-secondary (College/University) course(s) may be required.


•    1-3 years’ of related work experience is required.

Other Information

Safety Sensitive Positions

This position may be considered a Safety Sensitive position.

Employment Equity

Canada Post will represent Canada’s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities.

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.

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