Technical Consultant II, HRdirect (Human Ressources Call Center)

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About the role

We are looking for a Technical Consultant II to join our growing HRdirect (our Human Ressources Call Center) team. In this role you will be responsible for organizing, managing and maintaining our Knowledge base related to HRdirect processes, procedures and policies.

You will make sure that our Knowledge base are accurate, up-to-date and compliant with our internal standards. In this role, you will act as the team member responsible for all technical and quality assurance aspects related to the Knowledge Base, you will play a critical role in its smooth operation and continuous improvement.

What you’ll do here:

Knowledge Base Management (75%)

• Work closely with the HRdirect Senior Consultant to:

• ensure that operating procedures and processes are adequately documented and kept up to date.

• make sure our Knowledge base plan for changes and modifications is followed and reviewed.

• identify opportunities for process improvements, automation, and efficiency gains within the Knowledge Base management.

• Conduct regular audits to ensure the content is clear, concise, accurate, and easily accessible. Ensure consistency and relevance of information across all Knowledge Base articles.

• Ensure the technical aspects of the Knowledge Base system function smoothly by handling technical issues, performing regular maintenance, and implementing new features to enhance its functionality.

• Approve Knowledge base articles submitted for modifications from the HRdirect Technical Consultants.

• Participate in the conversion of Knowledge base articles to Help Articles.

• Provide training and support to our team and other HR expertise team on Help Articles and Knowledge base standards and procedures.

Support the Technical Consultant I, HRdirect team (25%)

• Act as a resource person to the HRdirect Technical Consultants

• Support handling of complex inquiries and resolving complex workforce administration issues

• Listen to phone calls, review chat conversations, and analyze the handling of requests (tickets)

• Provide feedback and the coaching required to improve the performance of consultants

What you bring to the table:

• University degree in human resources, administration or any combination of training and experience deemed relevant for the role

• 1 to 3 years of experience in a similar position

• Experience in a Human Ressources Service Center as technical consultant

• Experience with knowledge management systems, preferably Salesforce or similar tools

• Understanding of content management and information architecture principles

• Attention to details, with a focus on content accuracy, consistency, and clarity

• Demonstrates initiative, good judgment and autonomy.

• Capacity to adapt rapidly in an ever-changing environment

• Strong knowledge of HR policies, programs, payroll

• Solid analytical skills and technical comprehension

• Able to multitask and thrive in a fast-paced environment

• Outstanding verbal and written communication skills in both French and English. Need to interact on a regular basis with an English-speaking clientele and colleagues across the country

• No Canadian work experience required however must be eligible to work in Canada

#LI-hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.