Reference Number
CSD20J-018243-001161
Selection Process Number
2020-CSD-EA-NHQ-0135115
Organization
Employment and Social Development Canada
Year
2020-2021
Days Open
5
Classification
PM02
City
Gatineau
Type
External
Total
272
Employment Equity
208
(76.5%)
Screened out
49
(18%)
Screened in
223
(82%)
Employment Equity 76.5% 208
Screened Out 18% 49
Screened In 82% 223
Women 53.7% 146
Visible minority 42.3% 115
Indigenous 1.8% 5
People with disabilities 3.7% 10
English 27.9% 76
French 72.1% 196
Citizens 82% 223
Permanent Residents 0% 0
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.
At Employment and Social Development Canada, we encourage and value the inclusion of all people including members of the LGBTQ2+ community. We therefore encourage you to apply for this opportunity should you believe you are qualified.
We want to make it quick and simple for our candidates. When applying to this selection process, you simply have to complete two steps.
1- Submit your application online on www.jobs.gc.ca;
2- Answer the screening questions
This is your chance to join one of the TOP 100 EMPLOYERS OF CANADA IN 2021!
Employment and Social Development Canada (ESDC) is the fourth-largest federal government department, responsible for improving the standard of living and quality of life for all Canadians through programs such as the Child Care Benefit, Employment Insurance, and Passport Services. You could work in a forward thinking, transformative service delivery Department that includes Service Canada, and the Labour Program, which continuously strives on innovation and supporting Canadians.
The 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. (Note: due to COVID-19, the work will be conducted via telework until further notice). Extensive training and development opportunities will allow you to acquire a comprehensive and up-to-date knowledge of this program.
If you are highly motivated, quick learner, quality oriented, customer focused, and able to thrive in a fast paced, high volume environment this work is for you!
If you possess strong communication skills, excellent customer service skills, problem-solving skills, and information-gathering and computer-keyboarding skills, we want you in our team!
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!
A pool of qualified candidates may be established through this process to staff identical or similar positions at Employment and Social Development Canada with various tenures, linguistic requirements and security requirements according to the position being staffed.
ABOUT THIS SELECTION PROCESS
We are looking for the best candidates. Show us that you are one of them!
In order for your application to be retained for the next steps of the evaluation, you must provide complete answers to the preselection questions. Your résumé will only be used as a secondary source of information. 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.
When you are invited to demonstrate that you have the required qualifications and experience in the screening questions, please proceed as follows:
----> Read the questions carefully
----> Clearly explain where, when and how you acquired the qualifications and experience by providing ----> concrete examples <---- of tasks you accomplished.
----> IMPORTANT - 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.
----> Please note that your application will be used to assess the ability to communicate effectively in writing.
Positions to be filled: Number to be determined
Your résumé.
EDUCATION
Secondary school diploma or an acceptable combination of education, training and/or experience
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
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.
Bilingual - Imperative (BBC/BBC)
Information on language requirements
KNOWLEDGE
Knowledge of the Privacy Act
ABILITIES
Ability to communicate effectively in writing
Ability to communicate effectively orally
PERSONAL SUITABILITIES
Judgment
Effective interpersonal skills
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.
Reliability Status security clearance
A workday 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 required.
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
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.
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.