Call/Contact Centre Agent

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request special accommodation. All information received in relation to accommodation will be kept confidential.

Information on accommodation for persons with disabilities

1. The ability to communicate orally and in writing may be evaluated throughout the entire process.

2. By submitting your application, you declare that the information provided is true to the best of your knowledge and free from plagiarism. In accordance to the Public Service Employment Act, art.69, fraud may lead to (but not limited to) appointments being revoked.

3. DO NOT send a cover letter. Screening questions will replace the cover letters. We will NOT read cover letters.

4. Each question is divided into two parts. The first part consists of a simple question requiring a YES or NO answer. If your answer is “yes”, the second part will ask to fully demonstrate how you obtained this qualification by responding to sub-questions.

5. If you do not fully complete the screening questions as instructed, you may be screened out.

6. You will be required to show how you demonstrate the essential and asset qualifications (i.e. Education, Experience and/or Occupational Certification) for the initial screening through online screening questions. Your resume will need to corroborate the information. It is NOT sufficient to simply state that the qualifications are met or to provide a listing of current or past responsibilities. Through your screening question answers, you must clearly demonstrate HOW, WHEN, and WHERE the qualification was met through substantiation by examples. Failure to provide the above information in the required format may result in your application being rejected from the process.

7. You must include in your application a valid e-mail address and make sure this address is functional at all times and accepts messages from unknown users (Junk mail).

8. 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.

Intent of the process

A pool of qualified candidates may be established to staff similar positions within Veterans Affairs Canada with various tenures (assignment, secondment, acting, specified period or indeterminate) as well as various linguistic profiles.(English Essential, French Essential, *Bilingual Imperative CCC/CCC).

*Bilingual positions require an advanced working knowledge of the 2nd Official Language. For more information, please consult the Public Service Commission Website: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service.html.

Applicants are encouraged to apply ONLY if they are able to relocate or commute to one of the work locations identified.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

If you are willing to work in Vancouver.

If you are willing to work in Winnipeg.

If you are willing to work in Dartmouth.

If you are willing to work in Kirkland Lake.

If you are willing to work in Montréal.

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

EDUCATION

A secondary school diploma or an employer-approved combination of education, training and/or experience.

Degree equivalency

EXPERIENCE

*Significant experience in providing client or customer service.

* Significant is defined as at least two (2) years of client or customer service in person or by phone.

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

ASSET QUALIFICATIONS

Graduation with a degree from a recognized post-secondary institution.

Degree equivalency

Experience as a member of the Canadian Armed Force (CAF).

Experience working with clients of Veterans Affairs Canada.

Experience working in a call centre.

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

Various language requirements

Information on language requirements

ABILITIES

Ability to communicate effectively in writing.
Ability to communicate effectively orally.
Ability to work under pressure.
Ability to conduct research.

COMPETENCIES

Demonstrating integrity and respect.
Thinking things through.
Working effectively with others.
Showing initiative and being action-oriented.

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

OPERATIONAL REQUIREMENTS

Be willing and able to work overtime on short notice.

Be willing and able to work Monday to Friday, with hours falling from 7:00 a.m. to 6:00 p.m.

Be willing and able to work with a headset for prolonged periods, and working in an environment that contains background noise and constant exposure to a computer screen.

Conditions of employment

Reliability Status security clearance

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the targeted groups when you apply.

Information on employment equity

Note for salary: For appointments from outside the Public Service, there is a possibility of appointing above the minimum salary.

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.