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

Please note when submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education and experience qualifications as well as asset qualifications.

When answering these questions, please provide detailed, concrete examples that clearly demonstrate HOW YOU meet the requirement. Failure to clearly substantiate how you meet the screening criteria will result in the rejection of your application.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

All other competencies/qualifications will be assessed at a later time.

The Government of Canada is committed to building a skilled workforce that is representative of
Canada's diversity, which includes the recruitment of Canadian Veterans and releasing Canadian
Armed Forces personnel:
https://www.canada.ca/en/public-service-commission/jobs/services/public-service-jobs/canadianarmed-
forces-members-veterans.html

We encourage applicants, where applicable, to identify any skills, competencies and/or experiences acquired through employment with the Canadian Armed Forces (CAF) . Related military experience, training and skills may be recognized in the assessment process.

Work environment

These positions are with inbound call centres located in Toronto and Ottawa. A contact centre representative with the National Service Call Centre (NSCC) is responsible for receiving and dispatching regular maintenance and trouble call services for buildings, bridges, dams, and other facilities on behalf of Public Services and Procurement Canada clients, owners and tenants. The National Service Call Centre operates on a national basis with a 24 hours per day, 7 days per week, 365 days per year schedule. Mandatory training will allow you to acquire a comprehensive and up-to-date understanding of the services we offer.

To excel in this position you must be:
• Highly motivated
• A quick learner
• Quality oriented
• Customer focused
• 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
• Information-gathering and computer-keyboarding skills

This position requires 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 difficult clients.

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!

Intent of the process

The intent of this appointment process is to establish a fully assessed pool of qualified candidates. However, the results of this process may be used to staff same or similar positions for future vacancies of various tenures at Public Services and Procurement Canada in the Ontario Region (i.e. Ottawa/Gatineau, Toronto and other locations to be determined).

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:
Successful completion of secondary school diploma or employer-approved alternatives including a satisfactory score on the PSC test approved as an alternative to a secondary school diploma or an acceptable combination of education, training and/or experience.*

*Acceptable combination is defined as: training: academic or vocational courses related to the position; and experience: at least 12 months of continuous experience related to the position.

Degree equivalency

Experience:

Recent* experience** in a customer service environment.
*Recent is defined as within the last 5 years.
**Experience is defined as the depth & breadth of experience that would normally be attained over approximately a one year period.

Experience using computers and computer software (e.g. e-mail systems, spreadsheet software or word processing software).

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

Experience:

Experience providing training or job shadowing.

Experience in a multi-channel contact/call centre/dispatch centre.

Government work experience.

Operational Requirements:

Occasional overtime required.

Willing and able to work rotating shifts within 24/7 operation, 365 days/year including weekends and statutory holidays, as required.

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

Bilingual - Imperative (BBC/BBC)

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

Competencies:
Oral Communication
Written Communication
Client Service – Level 1
Demonstrating integrity and respect
Thinking Things Through
Working effectively with others
Verification and Accuracy
Dependability

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

Knowledge:
Knowledge of building operation systems.

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

Conditions of employment

Reliability Status security clearance

Rotating shift work required for a seven (7) day / 24 hour operation, 365 days/year

Those selected must meet and maintain the above conditions of employment throughout their employment.
Candidate(s) must meet the Essential Qualifications and the Conditions of Employment to be appointed to the position. Candidate(s) may be required to meet the Asset Qualifications, Organizational Needs, and Operational Requirements depending on the requirements of the position being staffed.

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

Our intention is to communicate with candidates via email. Candidates who apply on this selection process must include in their application a valid e-mail address and to make sure that this address is functional at all times and accepts messages from unknown users (some email systems block these types of email). It is the candidate’s responsibility to provide any changes to their personal information to the contact indicated on this job advertisement.

The information you will provide will help us refer your résumé to the hiring manager. The information you provide in both the questionnaire and résumé must be true.

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED. Résumés received by email will NOT be accepted.

You must provide proof of your education credentials.

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

A random and/or top down 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 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.