Bilingual Inventory for Contact Centre Representative

Important messages

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

PLEASE APPLY ONLINE and complete the Screening Questionnaire pertaining to this advertised process. You MUST provide concrete and detailed examples to clearly demonstrate how you meet the education and experience requirements listed in the essential qualifications and/or asset qualifications section. An online Screening Questionnaire has been created to assist you in completing this information.

The Government of Canada is committed to building a skilled workforce that is representative of Canada's diversity, which includes the recruitment of Canadian Veterans and releasing Canadian Armed Forces
personnel:
https://www.canada.ca/en/public-service-commission/jobs/services/public-service-jobs/canadian-armed-forces-members-veterans.html

We encourage applicants, where applicable, to identify any skills, competencies and/or experiences acquired through employment with the Canadian Armed Forces (CAF) . Related military experience, training and skills may be recognized in the assessment process.

Duties

Responsible for receiving and dispatching regular maintenance and trouble call services for buildings, bridges, dams, and other facilities on behalf of Public Services and Procurement Canada clients, owners and tenants. The National Service Call Centre operates on a national basis with a 24 hours per day, 7 days per week, 365 days per year schedule.

Work environment

Public Services and Procurement Canada (PSPC) helps the Government of Canada serve Canadians. With a strong focus on quality customer service, we provide innovative common services such as real estate and building management, purchasing, banking, pay, pensions and translation to other government departments, agencies and boards. By providing these centralized services to departments and agencies, we enable them to focus on what they do best: providing their programs and services to Canadians.

As an organization, PSPC strives to give all its employees opportunities to achieve organizational, professional and personal goals in a respectful and inclusive workplace, mobilized and supported by leadership at all levels. For more information on PSPC's People Management Philosophy and Our Commitments please see the following link: http://www.tpsgc-pwgsc.gc.ca/apropos-about/pe-pceng.html

Intent of the process

This inventory may be used to establish pools of partially or fully qualified candidates which may be used by PSPC to staff Contact Centre Representative positions of various tenures within PSPC (i.e. Ottawa/Gatineau, Toronto and other locations to be determined).

Positions to be filled: Number to be determined

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)

Successful completion of secondary school diploma or employer-approved alternatives including a satisfactory score on the PSC test approved as an alternative to a secondary school diploma or an acceptable combination of education, training and/or experience.*
*Acceptable combination is defined as: training: academic or vocational courses related to the position; and experience: at least 12 months of continuous experience related to the position.

Degree equivalency

Recent* experience** in a customer service environment
*Recent is defined as within the last 5 years.
**Experience is defined as the depth & breadth of experience that would normally be attained over approximately a one year period.

Experience using electronic mail systems, spreadsheet software and word processing software.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

Experience providing training or job shadowing.

Experience in a multi-channel contact/call centre/dispatch centre.

Government work experience

Occasional overtime required.

Willing and able to work rotating shifts within 24/7 operation, 365 days/year including weekends and statutory holidays, as required.

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

Bilingual - Imperative (BBC/BBC)

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

Knowledge of Conflict Management strategies.

Knowledge of Client Service strategies.

Ability to communicate orally

Ability to communicate in writing

Ability to use reasoning skills to solve problems

Ability to prioritize

Client Service – Level 1
For more information on the Client Service Competency, please visit the following website: http://www.tpsgc-pwgsc.gc.ca/sc-cs/csc-eng.html

Effective interpersonal relations

Adaptability

Judgment (The Test of Judgement (TOJ 375) from the Personnel Psychology Centre may be administered. Top down method may be used. )

Dependability

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

Knowledge of building operation systems.

Conditions of employment

Reliability Status security clearance

Rotating shift work required for a seven (7) day / 24 hour operation, 365 days/year.

Must be willing and able to work in a stressful environment.

Other information

Where relevant and as a mean to manage volume, we may randomly select candidates from the inventory as opportunities arise.

You will be required to complete screening questions when you apply to this inventory. The information you will provide will help us refer your résumé to the hiring manager. The information you provide in both the questionnaire and résumé must be true.

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED. Résumés received by email will NOT be accepted.

Our intention is to communicate with candidates via email. Candidates who apply on this selection process must include in their application a valid e-mail address and to make sure that this address is functional at all times and accepts messages from unknown users (some email systems block these types of email). It is the candidate’s responsibility to provide any changes to their personal information to the contact indicated on this job advertisement.

Reference checks may be sought.

An interview may be administered.

A test 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.

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.