Manager, Enquiries Operations & Systems

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 submitting your application, you must answer questions regarding the education and experience requirements (both essential and asset qualifications). 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. the information you provide in the questionnaire must be true.

Intent of the process

The immediate need is to fill one permanent position with a linguistic profile of bilingual imperative - CBC/CBC.

A pool of fully qualified candidates may be created to fill positions at the same or equivalent group and level at Elections Canada, of varying durations (permanent or temporary) and various bilingual imperative language profiles (BBB/BBB, CBC/CBC, CBC/CBC and CCC/CCC).

Positions to be filled: 1

Information you must provide

Your résumé.

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

EDUCATION:
Graduation with a degree from a recognized post-secondary institution in a field related to the position or an acceptable combination of education, training and/or experience in a field related to the duties of the position.

Degree equivalency

EXPERIENCE
*Recent and **significant experience in setting up or managing a multi-channel (such as phone, email, webform, chat) contact centre for the general public.
Experience in the development, and/or management of operational plans.
Experience supervising and managing human resources, including performance management agreements, and assigning of and supervision of ongoing work.
Experience in setting up or managing partnership agreements.

*Recent experience is defined as experience acquired within the last five (5) years.
**Significant experience is defined as the depth and breadth of the experience normally acquired over a period of approximately two (2) years.

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

ASSET QUALIFICATIONS/EDUCATION:
Certification related to contact centre management.

Degree equivalency

ASSET QUALIFICATIONS/EXPERIENCE
Experience in managing a knowledge base used to answer enquiries from the public or the clients.
Experience with systems and processes related to automated call distribution (ACD) in a contact centre environment.
Experience with interactive voice response systems (IVR/VRS).
Experience in developing, managing, or delivering training programs for contact centre agents.

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

Bilingual - Imperative (CBC/CBC)

Information on language requirements

ABILITIES
Ability to prepare and deliver briefings and/or presentations.
Ability to communicate effectively in writing.
Ability to communicate effectively orally.

PERSONAL SUITABILITIES
Leadership
Client Service Orientation
Thinking things through
Working effectively with others
Integrity and respect

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

ORGANIZATIONAL NEEDS:
Creating an environment where diverse perspectives are valued begins with self-declaration. Count yourself in and self-declare by identifying to which employment equity group(s) you belong to. In order to self-declare, please ensure to indicate this by checking off the appropriate box within the online application as part of the Employment Equity section.

Elections Canada is committed to establishing and maintaining a representative workforce. Qualified applicants who self-declare as members of an equity-seeking group (group of persons who are disadvantaged on the basis of one or more prohibited grounds of discrimination within the meaning of the Canadian Human Rights Act) may be selected for appointment to fulfill organizational needs.

Conditions of employment

Reliability Status security clearance

Other Conditions of Employment:
Availability and willingness to work overtime upon request.
Consent to observe strict political impartiality and neutrality for the duration of employment.
A working internet connection is required to perform the duties of the position.

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

IMPORTANT: Candidates from outside the public service may be required to pay for travel and relocation costs associated with this selection process.

Due to the prevailing COVID-19 situation, the selected candidate will work remotely from his/her residence location until further notice. When the decision is made for Elections Canada employees to return to the workplace, the successful candidate is expected to work at the traditional workplace located at 30, Victoria Street, in Gatineau with the possibility of a flexible work schedule that also fosters telework on request or upon need.

Reference checks may be sought.

An interview may be administered.

A test may be administered.

Candidates should be prepared to provide proof of education (copy of degree/diploma) and citizenship or permanent resident status. You will only be asked to provide proof of your education credentials later in the process. If you have foreign credentials, you must provide proof of Canadian equivalency. For further information, please consult the Canadian Information Centre for International Credentials at https://www.cicic.ca/.

Candidates may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed. Please note that asset qualifications may be used at the screening stage or at any point in the hiring process.

Please identify clearly your substantive group and level and your employment status on your résumé and/or application form (if applicable).

Please ensure that your Personal Record Identifier (PRI) is included in your application (if applicable).

Persons are entitled to participate in the appointment process in the official language(s) of their choice.

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.