Contact Centre Agent

Update: // What is an inventory? //

When you apply to this selection process, you are not applying for a specific job, but to an inventory to fill upcoming employment opportunities at the AS-01 group and level within the Client Contact Center at Public Service and Procurement Canada. Management can decide to access applications at any point so please ensure you submit your application as soon as possible.


// How can you apply? //

When you apply you will be asked a series of screening questions based on the education and experience criteria below. When answering the screening questions, please provide:
• Concrete and detailed examples to demonstrate how you meet the qualifications;
• Where, when and how the experience was acquired.

We can’t make any assumptions about your experience. Simply saying you have the required qualifications or listing your current duties is not enough. We’ll only use your résumé as a secondary source of information. The depth and breadth of experience of an applicant may be considered as part of screening or selection of a candidate, which is why it is recommended you quantify your experience. The screening questions are the primary source of information the screening board may use and your resume may only be used as a secondary source to verify information.

We will only accept on-line applications received via the Public Service Jobs site. Apart from general inquiries, further documentation and applications emailed to the poster contact will not be accepted. You will only be asked for further documentation if you are contacted for further assessment. If you have a disability or are residing in a location that is preventing you from applying on-line you are asked to contact 1-800-645-5605.

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. 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

Are you looking for an organization where there is constant action and where challenges abound? An organization where your thirst for innovation will be valued and encouraged? Are you looking to put your skills to good use and contribute to an attractive, dynamic and high-performing organization?

Then we have a job for you!

A wide range of opportunities exist for individuals seeking new challenges in a highly dynamic and fast-paced work environment. We value the contribution of employees who are adaptable to change, are eager to contribute to our commitments in our day-to-day activities, and who are constantly seeking new opportunities to challenge themselves all while serving their fellow Canadians.

Who are we?

Public Services and Procurement Canada (PSPC) is the engine that powers the Government of Canada. We support the daily operations of roughly 106 federal departments and agencies. By focusing on what we do best - providing innovative common services to the government - we help departments focus on what they do best: serving Canadians.

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

We strongly encourage military spouse to apply to this inventory. 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. We aim 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.

Intent of the process

The Client Contact Centre (CCC) is continuously growing and we are currently looking for passionate new employees to join our team in our Gatineau office.

The intent of this inventory is to hire casual employee on a 90-day contract and term employees for contracts of 6 months less a day 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

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

When submitting your application, you must answer all questions. You must clearly demonstrate how you meet each of these requirements by answering the online questions. It is not sufficient to only state that the qualifications are met or to only provide a listing of current or past responsibilities. Rather you must clearly demonstrate when (month-year to month-year), where and how you acquired each qualification by giving concrete examples. Information provided in your answers related to your education and experience must be supported in your resume. Failure to provide the above information in the format required may result in your application being rejected from the process.

Your application in this inventory will be active for 60 days. A notice that your application is about to expire will be posted to My jobs menu of your account 30 days before the end of your active period. If you do not take action, your application will no longer be active and therefore no longer be considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

A random selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

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.