Contact Centre Representative

Important messages

Giving you the best chance to succeed!
At Public Services and Procurement Canada (PSPC) we are committed to running inclusive and barrier-free recruitment processes.

If you have a limitation that may impact your performance at any steps of the assessment process (such as during a written test or an interview), you may request an accommodation. Assessment accommodations are designed to remove barriers, and to ensure that candidates with limitations can fully demonstrate their abilities. Should you wish to be accommodated, please direct your inquiry to the contact identified at the bottom of this poster. All information received in relation to accommodation will be kept confidential.

For more information on assessment accommodation visit the following website: https://www.canada.ca/en/public-service-commission/services/assessment-accommodation-page.html

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 Centre (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 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/databases such as the Case Management Tool/Compensation Web Applications/Phoenix to search/retrieve and update cases/tickets
● Assist clients by resolving pay and technical issues at first point of contact and documenting the files
● Escalate all other issues to the appropriate group
● Provides status updates or records a new pay issue on behalf of clients

You will be joining a cohort and follow an extensive training program. Following the program, you will begin your new role as a Contact Centre Representative supported by coaches and by your team leader.

Work environment

We are One PSPC!

Public Services and Procurement Canada (PSPC) helps the Government of Canada serve Canadians. With a strong focus on quality customer service, we provide innovative common services such as real estate and building management, purchasing, banking, pay and pensions, and translation to other government departments, agencies and boards. By providing these centralized services to departments and agencies, we enable them to focus on what they do best: providing their programs and services to Canadians.

At PSPC, we are committed to achieving a competent, representative workforce that reflects the diversity of the Canadian population. We work hard to create a welcoming, respectful and inclusive workplace through a variety of programs and initiatives. In fact, we have been named one of Canada’s Best Diversity Employers for the fifth year in a row and here is a list of some of our diversity and inclusion achievements:
• five diversity networks;
• a Task Force on Anti-racism, Workplace Culture and Equity;
• a national Reconciliation and Indigenous Engagement Unit;
• an Ombudsman for Mental Health (the first such position within the federal public service);
• an Accessibility Office and;
• a Gender-based Analysis Plus (GBA+) Centre of Expertise.

While many programs and initiatives have already been implemented in line with our commitments to diversity and inclusion, we aim to get better! That's why we invite you to be part of the change by joining an organization where individual differences are recognized, valued and respected. Be part of the solution!

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. Due to the COVID-19 pandemic, our teams are currently working remotely, though this may change in the future.

Intent of the process

The Client Contact Centre (CCC) is currently looking for passionate new employees to join our teams in our Ottawa/Toronto/Winnipeg offices.

The intent of this process is to hire casual employees on a 90-day contract and term employees at an AS-01 level. For the casuals, there is a strong possibility of being renewed term afterwards.

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: 60

Information you must provide

Your résumé.

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

Education:
- A secondary school diploma or employer-approved alternatives.
Employer-approved alternatives to a secondary school diploma are:
1. a satisfactory score on the PSC test approved as an alternative to a secondary school diploma; or
2. an acceptable combination of education, training and/or experience.

Degree equivalency

EXPERIENCES:
EX1- Experience in providing client service by telephone, in writing and/or in person;

EX2- Experience in using Microsoft Office suite applications: Word, Excel, Access or Outlook.

*The Ability to communicate effectively in writing will be assessed throughout your application.

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

Various language requirements
Bilingual Imperative CBC/CBC;
English or French Essential;
English Essential.

Information on language requirements

COMPETENCIES:
CO1- Client Service Competency Level 1: Delivers high-quality client service
CO2- Working effectively with others;
CO3- Demonstrating integrity and respect;
CO4- Attention to details.

ABILITIES:
A1- Ability to communicate effectively in writing;
A2- Ability to communicate effectively orally;
A3- Ability to work under pressure and prioritize tasks in order to meet tight deadlines;
A4- Ability to research, verify information and ensure accuracy.

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

ASSET EXPERIENCE:
AEX1. Experience in a multi-channel contact/call centre/dispatch centre.

ORGANIZATIONAL NEEDS:

In support of achieving a diversified workforce, consideration may be given to candidates, who, at the time of application, self-declare* as belonging to one of the following designated Employment Equity groups: Women, Indigenous (Aboriginal) Peoples, Persons with Disabilities and Members of Visible Minorities.

* We therefore encourage you to self-declare during the online application process by selecting the appropriate box under the Employment Equity section.

For further details, please refer to the “Other information” section.

Information on employment equity

OPERATIONAL REQUIREMENTS:
- Willingness and ability to work overtime on short notice
- Willingness and ability to work variable rotating shifts hours between 7:00AM and 7:00PM (local time) Monday to Friday for a total of 7.5 hours daily/37.5 hours per week.

Conditions of employment

Reliability Status security clearance - All employees of the core public administration are required to be fully vaccinated against COVID-19 and attest to their vaccination status unless accommodated based on a medical contraindication, religion, or another prohibited ground for discrimination as defined under the Canadian Human Rights Act.

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

On October 6, 2021, the Government of Canada announced details (https://www.canada.ca/en/treasury-board-secretariat/news/2021/10/backgrounder-covid-19-vaccine-requirement-for-the-federal-workforce.html) of its plans to require vaccination across the federal public service.

As per the new Policy on COVID-19 Vaccination for the Core Public Administration Including the Royal Canadian Mounted Police (https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=32694), federal public servants in the Core Public Administration and members of the RCMP must attest to their vaccination status. The requirement for employees to be fully vaccinated applies whether they are teleworking, working remotely or working on-site. This is a condition of employment and it applies to indeterminate (permanent), determinate (term), casual, and student hiring. Should you reach the point in the selection process where it is necessary to verify terms and conditions of employment then the hiring manager or a human resources representative will contact you in order to complete an attestation.

1. Candidates must include a valid email address in their application. It is the candidate's responsibility to ensure that this address is functional and that it accepts messages from unknown users (some email systems block these types of email). It is also the candidate's responsibility to ensure accurate information is provided and updated as required.

2. In assessing candidates, assessment boards may use a variety of tools and methods including, but not limited to written tests, interviews, simulations, PSC tests, reference checks, etc. In addition, all information obtained throughout the selection process, from the time of application to close of process, may be used to evaluate the candidates. The ability to communicate effectively in writing could be assessed throughout the process.

3. Candidates are entitled to participate in the appointment process in the official language of their choice.

4. Candidates are required to meet the essential qualifications. Depending on the requirements of the positions being staffed from this process, for current or future vacancies, the asset qualifications, operational requirements and organizational needs may be applied at any time during this process.

Depending on the number of applicants and the human resources needs and/or plans, volume management strategies may be used for the purpose of managing applications to determine the candidates who will continue in the next steps of the staffing process. Such volume management strategies might include: screening of applications based on the Asset Qualifications, random selection, top-down approach and/or establishment of cut-off scores.

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, 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.