Military Spouse Employment Initiative - 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 specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

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.

Duties

→ Are you driven by client service excellence, dynamic work environments, and a love for learning?
→ Are you a fast learner? Do you like challenging yourself and pushing your limits?
→ Are you looking for an organization where there is constant action and where challenges abound?
→ Are you looking to put your skills to good use and contribute to a dynamic and high-performing organization?

Then the Client Contact Center (CCC) is the place for you! By joining our team, you will get to make a difference in the life of Government employees. As Contact Centre Agent/Contact Centre Representative, you will serve Government of Canada employees by handling incoming calls and enquiries related to pay and compensation related matters.

Key activities include:
● First point of contact for public servants, active or inactive, to address compensation and benefits enquiries.
● Use various work tools such as CMT/CWA/ Phoenix to search/retrieve and update cases/tickets
● Assist clients by resolving simple issues as first point of contact and documenting the files
● Escalate all other pay issues to the appropriate group
● Provides status updates or records a new pay issue on behalf of the client

You will be joining a cohort and follow an extensive 4 week training program either on site or from home. Following the program, you will begin your new role as a Client Service Agent supported by a coach and by your team leader.

Work environment

Did you know that Public Services and Procurement Canada was selected as one of Canada's Best Diversity Employers in 2018 for a second year in a row? We invite you to join an organization that is committed to ensuring an inclusive workplace and respect for all!

With over 61,500 military spouses located across the country and with military families relocating three times more than the average Canadian, PSPC aims to help alleviate the stress of gaining and keeping a meaningful employment associated with such frequent relocation. The aim of this Military Spouse Inventory is to support spouses and common-law partners seeking to maintain their skills and pursue or continue their careers. This new inventory will not only bridge the link between skilled and experienced military spouses and hiring managers, but will also offer flexible and meaningful employment opportunities to spouses who find themselves at new bases and wings across Canada. This will be done by allowing you to work from wherever you are located via telework.

We are looking for individuals who are comfortable in a self-directed learning environment and who can work independently with ease. While working at a distance from our national headquarters, individuals will be required to conduct their own research and analysis of information. Working within a virtual team will require the initiative and drive to collaborate and learn from a distance.

Intent of the process

The intent of this inventory is to hire casual employee on a 90-day contract at an AS-01 level.

For further information on casual employment and its entitlements, please consult: https://www.canada.ca/en/treasury-board-secretariat/services/staffing/public-service-workforce/casual-worker.html

Who can apply?

Those that meet the following requirements: 

- A spouse or common-law partner who is normally residing with a CAF serving member at the member’s place of duty or who, if living separately, is doing so for military reasons;

- A spouse or common-law partner of a serving CAF member relocating/relocated within Canada and the member is or was entitled to relocation benefits as per the Relocation Directive; and

- The serving CAF member is a member of the Regular Force or the Reserve Force on Class C service or Class B reserve service of more than 180 consecutive days.

Applicants will be required to provide CAF member's service number.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

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

Education
Secondary school diploma or an acceptable combination of education, training and/or experience.

Degree equivalency

Experiences:
Experience in delivering high-quality client service
Experience providing advice and seeking data and information from various sources

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 conduct research, verify information and ensure accuracy

Competencies
Client Service Competency Level 1: Delivers high-quality client service

Personal Suitabilities
Initiative
Effective Interpersonal Relationships
Judgement

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

Willingness and ability to work overtime on short notice

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 designated groups when you apply.

Information on employment equity

Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

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