Senior Officer and Project Manager (2 positions)

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

Duties

The Senior Officer, Training/Content Management is responsible for the planning and coordination of maintenance, updating and upgrading of the information architecture, functional requirements and content of the Knowledge Base supporting the delivery of Elections Canada’s Public Enquiries operations and services, as well as the coordination and integration of Knowledge Base improvements through continued liaison with Agency subject-matter experts and 5 contact centres delivering call centre services on behalf on Elections Canada. The planning and delivery of operational training to Public Enquiries Unit resources, the monitoring of agent quality performance as well as the assessment of needed improvements.
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The Public Inquiries Modernization Project Manager is responsible for the planning, coordination and implementation of a comprehensive project framework for the modernization of Elections Canada’s public enquiries business model, business delivery processes and support systems, and the centralization of front-line responses to the general public, in support of the Agency’s long-term vision for a seamless and integrated approach of one public face for all enquiries and complaints relating to all facets of electoral administration during and outside of event periods.

Intent of the process

The intent of this selection process is to staff two fifteen month term (determinate) positions with a possibility of extension. A pool of fully or partially qualified candidates will be established and may be used to staff similar positions within Elections Canada with various tenures (indeterminate or varying specified periods) and various linguistic profiles (BBB/BBB, CBC/CBC, CCB/CCB or CCC/CCC).

Positions to be filled: 2

Information you must provide

Your résumé.

Contact information for 2 references.

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

EDUCATION
A secondary school diploma or an acceptable combination of education, training and/or experience.

Degree equivalency

EXPERIENCE
Experience developing and maintaining internal and external relationships with partners and stakeholders.
Experience in developing or maintaining a quality assurance program in a call centre environment.
Experience working with subject matter experts (SME’s) in a call centre environment.
Experience in planning, coordinating and chairing meetings OR working groups in a call centre environment.
Experience in planning and managing projects.

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

Bilingual - Imperative
The Senior Officer, Training/Content Management position requires the linguistic profile of CCB/CCB
The Public Enquiries Modernization Project Manager position requires the linguistic profile of CBC/CBC

Information on language requirements

KNOWLEDGE
Knowledge of call centre operations.

ABILITIES
Ability to communicate effectively orally.
Ability to communicate effectively in writing.

COMPETENCIES
Create Vision and Strategy
Mobilize People
Uphold Integrity and Respect
Collaborate with Partners and Stakeholders
Promote Innovation and Guide Change
Achieve Results

To help you understand what is meant by the above competencies, hereunder is a brief description for each:
Creating a vision and strategy – You are comfortable defining the future and charting a path forward. You understand the present context and all its factors, and you leverage your knowledge, ideas and perspectives to create consensus for the path forward.
Mobilizing people – You are able to motivate your employees and are comfortable managing their performance (the good and the bad) through constructive and respectful feedback that encourages and enables performance excellence. You walk the talk and set the same expectations for yourself so that your employees see you leading by example.
Exemplifying integrity and respect – You exemplify ethical practices, professionalism and personal integrity. You strive on creating a respectful and trusting workplace and encourage the expression of diverse opinions and perspectives while fostering collegiality. You are self-aware and seek out opportunities for personal growth.
Collaborating with partners and stakeholders – You are deliberate and resourceful about seeking the widest possible spectrum of perspectives. You demonstrate openness and flexibility to forge consensus and improve outcomes. You are open to alternative ideas and manage expectations well. You share recognition with your teams and partners.
Promoting innovation and guiding change – You have the courage and resilience to challenge the norm. You create an environment that supports bold thinking, experimentation and intelligent risk taking. You realize that setbacks are a valuable source of insight and learning. You take change in stride, aligning and adjusting milestones and targets to maintain forward momentum.
Achieving results – You mobilize and manage resources to deliver on priorities, improve outcomes and add value. You consider context, risks and business intelligence to support high-quality and timely decisions. You continually anticipate, plan, monitor progress and adjust as needed. You take personal responsibility for your actions and the outcomes of your decisions.

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

ASSET QUALIFICATIONS
EDUCATION
Graduation with a degree from a recognized post-secondary institution.

EXPERIENCE
Experience providing training or coaching

Degree equivalency

Conditions of employment

Reliability Status
Willingness and ability to work overtime on short notice. .
Consent to observe strict political impartiality and neutrality for the duration of employment.

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

Reference checks may be sought.
An interview may be administered.
A test may be administered.
For foreign credentials, the Canadian Information Centre for International Credentials (CICIC) assists persons who wish to obtain an assessment of their educational, professional, and occupational credentials by referring them to the appropriate organizations. The CICIC can be contacted at www.cicic.ca
Candidates whose applications are retained for further consideration may be required to travel to attend an interview or for the administration of a test. Candidates from outside the federal public service will be required to pay for their own travel and relocation expenses.
Applicants with disabilities: Should you require a technical aid or an alternative method of assessment to ensure an equitable assessment of your qualifications, please indicate so in your application.
Communication for this process will be sent via email. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts email from unknown users (some email systems block these types of email).
Failure to respond to communications may be construed as a withdrawal from this process.
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.
Your résumé will NOT BE USED for screening purposes and may only be used as a secondary source of validation. Failure to clearly demonstrate HOW you meet the screening criteria in your responses to the screening questions may result in the rejection of your application.
Should your email address change during the process, it is your responsibility to inform us and to regularly verify your e-mails.
Only applications received online will be accepted. Please communicate with the contact person to discuss alternative methods if online application is impossible.

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.