Position Title: Administrative Services Officer - ILC Contact Centre (12-Month Contract)

Salary range: $52,795.68 to $57,076.96

Division: Digital Learning

Reports To: Manager, Customer Experience

Location: Toronto, Yonge & Eglinton (On-Site)

TVO Media Education Group (TVO) is a social impact organization devoted to inspiring learning that changes lives and enriches communities. We are an internationally recognized digital learning organization that strives to engage, inform and educate Ontarians of all ages.

A Culture of Inclusion and Belonging We welcome the unique contribution that you will bring to TVO. We have a diverse workforce and are committed to building a culture within the workplace that brings out the best in everyone. As part of our strategic vision, we have adopted five core values; we embrace change, we value bold thinking, we thrive with diverse voices, we are better together, and we honour our commitments. These values anchor how we work and lay the foundation for a workplace that celebrates differences, encourages self-expression and empowers learning, which we know is a key component to our success.

Who We Are TVO is an agency of the Ontario Ministry of Education. Through our brands, TVO Kids, TVO Today, TVO ILC and TVO Learn, we provide multi-platform educational programming; ground-breaking original documentaries; in-depth public affairs content; the largest online secondary school in Ontario; and award-winning digital-learning resources that support Ontario’s curriculum.

TVO is a registered charity funded primarily by the Province of Ontario and supported by thousands of sponsors and donors.

The Opportunity TVO’s Independent Learning Centre (ILC) is the province of Ontario’s partner in distance education. We are the largest online high school in Ontario and provide students with the opportunity to earn their Ontario Secondary School Diploma and Ontario high school credits. The main goal of the TVO ILC Administrative Support Team is to ensure all learners receive exceptional customer service throughout their student journey. Our team works within established Service Level Agreements (SLAs) at registration, enrollment and course completion in support of the academic success of all learners.

How You Will Make An Impact

• Provide front-line customer service to current and prospective students via phone and email regarding application, registration, enrollment, course completion, ILC policies and processes
• Ensure follow-up and resolution of students’ cases per service level agreements
• Process student registrations and enrollments, ensuring Ministry of Ontario and TVO ILC requirements are met
• Maintain and update TVO ILC’s Student Information System, documenting in detail identified student concerns and solutions
• Collaborate and liaise with the Academic and Guidance Support Teams to optimize student success and experience
• Perform other duties as assigned

What You Will Bring To TVO

• A Post-Secondary Diploma or Degree is required.
• 1 to 3 years of experience in a contact center or customer service environment
• High developed interpersonal skills with demonstrated experience providing exceptional customer service to diverse groups
• Excellent judgement, problem-solving abilities, organizational and conflict resolution skills
• Proven ability to work in a team environment
• Accurate data entry skills with great attention to detail
• Proven technological skills and experience working with customer relationship management software applications, MS Office Suite of applications, customer/student information systems and telephony platforms
• Great degree of comfort working in a fast-paced environment
• Highly developed oral and written English communication skills
• Additional language skills are an asset, including but not limited to French, Chinese, Spanish, Hindi, Bengali, Punjabi, Arabic and Korean
• Candidates must be available to work a 35-hour work-week with shifts between the hours of 9:00am to 8:00pm, including weekend availability

TVO & YOU We are a learning organization. Learning is at the core of everything we do. As part of this commitment, TVO invests in the learning goals of our employees and everyone at TVO commits to developing our own knowledge as well as elevating each other’s through peer-to-peer learning, workshops and lunch and learns. All employees have the option to join the Public Service Pension Plan right on day one and we offer an array of services through our Employee and Family Assistance Plan.

We would be thrilled to have you join us. We’re a tight-knit community – whether you’re a recent graduate or further along in your career, you will get to meet, work with, and be supported by talented and diverse colleagues at all levels. Maybe you’ll even get to meet Polkaroo!

Come build with us.

Find and follow us on: LinkedIn (@tvontario), and X (@TVO). We invite you to submit your application by August 29, 2025 at 5 pm. Not sure you have everything we’re asking for, but know you can make a big impact? Tell us your story and we will be happy to consider you. To learn more about us and our culture, please visit us at https://tvo.me/work-with-us/ .

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process (e.g., including alternate formats of materials, accessible meeting rooms). If you are seeking accommodations during the application or interview process, please advise us as soon as possible so that appropriate arrangements can be made by sending your request to accommodations@tvo.org.