Manager, Enquiries Operations and Systems

Work environment

Elections Canada, located in Gatineau, Québec, is looking for a savvy contact centre manager to add to its team of dynamic and talented professionals.

Do you have expertise in setting up or managing a multi-channel contact centre? Do you have proven leadership skills? Do you want to be part of the team that will help deliver the next federal election in 2019? If so, Elections Canada would like to meet you!

Intent of the process

The intent is to establish a pool of partially or fully qualified candidates that may be used to staff this position or similar positions within Elections Canada. The pool may be used to staff with various tenures such as indeterminate or determinate. The pool can be used to staff positions with various linguistic profiles (BBB/BBB, CBC/CBC or CCC/CCC). This position requires the CBC/CBC linguistic profile.

Positions to be filled: 1

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

A degree from a recognized post-secondary institution with specialization in communications, public administration or other specialty relevant to the position OR an acceptable combination of education, training and/or experience.

Degree equivalency

Recent* and significant** experience in setting up or managing a multi-channel contact centre for the general public.
Experience in developing and implementing strategic and operational plans specific to contact centres.
Significant** experience in managing human and financial resources.
Experience in negotiating partnership agreements.
Experience in providing briefings to senior management.

*Recent experience is defined as experience acquired within the last five (5) years.
**Significant experience is defined as the depth and breadth of the experience normally acquired over a minimum period of two (2) years.
***Senior management is defined as persons occupying an executive-level position. This includes persons occupying EX-level positions in the Government of Canada or Director, Senior/Executive Director, Vice President, President, etc. positions in the private or not-for-profit sectors.

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (CBC/CBC)

Information on language requirements

KNOWLEDGE
Knowledge of systems and processes related to automated call distribution (ACD).
Knowledge of systems and processes related to Customer Relationship Management Systems (CRM).
Knowledge of project management.

ABILITIES
Ability to manage a team.
Ability to manage multiple simultaneous priorities.
Ability to oversee the efficiency of contact centre operations.
Ability to provide advice and make recommendations to senior management***.
Ability to negotiate.
Ability to effectively communicate in writing.
Ability to effectively communicate orally.

PERSONAL SUITABILITY
Leadership
Engagement
Values and Ethics

The following may be applied / assessed at a later date (may be needed for the job)

ASSET QUALIFICATIONS
A university degree or certification related to contact centre management.
Experience in managing an integrated web-based knowledge base system.
Recent* experience in evaluating the efficiency and effectiveness of training for contact centre agents.
Experience working with voice response systems (VRS).

Other information

We strongly encourage you to respond to the Asset Qualifications questions.

Reference checks may be sought.

An interview may be administered.

A test may be administered.

A situational exercise may be administered.

You must provide proof of your education credentials.

Persons are entitled to participate in the appointment process in the official language of their choice.

You must indicate on your application if you require a technical aid for testing or an alternative method of assessment.

A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.