Program Support Officer - Call Center

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

Work environment

Program support officers provide services to the general public, verbally or in writing, with respect to the Canada Student Loan Program (CSLP). These positions are located in an inbound call center located in Gatineau, Québec. Extensive training and development opportunities will allow you to acquire a comprehensive and up-to-date knowledge of this program.

The work environment will be attractive to people who are:

• highly motivated,
• quick learner,
• quality oriented,
• customer focused, and
• able to thrive in a fast paced, high volume environment.

We are looking for candidates who possess and demonstrate:

• strong communication skills,
• excellent customer service skills,
• problem-solving skills, and
• information-gathering and computer-keyboarding skills.

These positions may require the use of a headset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen. Work conditions require adapting to change, dealing with stress, and dealing with potentially angry clients. This is where your strong communication skills and problem-solving skills will come handy!

About this selection process

We want to make it quick and simple for our candidates. When applying to this selection process, you simply have to complete two steps. All are due by the application deadline of January 13, 2020.

1- Submit your application online on www.jobs.gc.ca;
2- Answer the screening questions

** IMPORTANT NOTE **

We are seeking the best candidates! If you are among them, answer the screening questions accurately in order to be selected for the next steps. Your résumé will only be used as a secondary source of information. When you are invited to demonstrate that you have the required qualifications and experience in the screening questions:

• You must clearly explain where, when and how you acquired the qualifications and experience by providing ----> concrete examples <---- of tasks you accomplished.

• It is not enough to simply mention that you acquired the qualifications and experiences, to list your current and past duties, nor to refer us to your résumé. If you do not clearly demonstrate that you have the required qualifications with concrete examples, your application will be rejected.

Only those who have been selected will be contacted to attend an interview.

The answers provided to the screening questions will be one of the main source of information used to evaluate your candidacy. Applicants will not be solicited for incomplete or possible missing information.

Candidates may be eliminated at any point during the selection process if they fail to demonstrate any of the essential criteria through their behavior, for example, through communications with Human Resources, with management, other informal communications.

Intent of the process

A pool of qualified candidates may be established through this process to staff identical or similar positions at Employment and Social Development Canada or other departments. These positions may have with various tenures, linguistic requirements and security requirements according to the position being staffed.

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

EXPERIENCE

Experience in using technology (e.g. e-mail, Internet and word processing)

Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification

ABILITIES

Ability to manage and prioritize workload

Ability to analyze and solve problems

PERSONAL SUITABILITIES

Dependability

Client focus

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

ASSET QUALIFICATIONS

EXPERIENCE

Recent* experience working in a high volume in-bound** call centre.

Experience in preparing written correspondence such as written replies to inquiries from the public.

*Recent experience is defined as experience that would normally be associated with the performance of these duties within the last year.

**An inbound call centre is a central service or group of people whose almost exclusive function is to provide an appropriate response to a large number of enquiries for information and advice initiated by clients.

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

Various language requirements
Bilingual Imperative - Level: BBC / BBC
English essential
English or French essential

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

Knowledge of the Privacy Act

ABILITIES

Ability to communicate effectively in writing

Ability to communicate effectively orally

PERSONAL SUITABILITIES

Judgment

Effective interpersonal skills

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

ORGANIZATIONAL NEEDS

At Employment and Social Development Canada, diversity is our strength. If you’re a woman, an Aboriginal person, a person with a disability or a visible minority and are interested in bringing in different perspectives and insights, let us know by completing the Employment Equity (EE) section in your application. Appointments of members of these EE groups could be made to ensure our workforce is inclusive and representative of the Canadian public we serve.

OPERATIONAL REQUIREMENTS

Work day consists of 7.5 hours a day, and the call center is open from 8:00 AM to 5:00 PM.

Employees must be available to work between 9:00 AM and 5:00 PM: rotation of work hours within the call center opening hours may be offered.

No work hours outside of the call center opening hours can be accommodated.

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.