National Contact Centre Network (NCCN) Analyst

Important messages

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

Please refer to process # 18-DVA-EA-KL-331027.

Your résumé must clearly demonstrate that you meet the requirements for education and experience, otherwise your application may be rejected at screening.

Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

Candidates will be asked to provide proof of their education credentials (original documents only) at a later date. For foreign credentials, proof of Canadian equivalency will be required within one month of being contacted for assessment. Therefore, you are strongly encouraged to begin this process at time of application to this inventory. Consult the Canadian Information Centre for International Credentials for further information at http://www.cicic.ca/.

Candidates will be asked to provide proof of Canadian citizenship.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

An interview, written exam or situational exercise or other testing may be administered. Reference checks may be sought.

Assessments will only be arranged at these locations: Winnipeg MB, Kirkland Lake ON, Montréal Island QC, Dartmouth NS and Vancouver BC.

For non-public servants: Note that any travel associated with your participation in the assessment of this staffing process is your own responsibility. Also, note that those who are offered a position and require relocation are subject to The Initial Appointees Integrated Relocation Program. Please see the details at http://www.tbs-sct.gc.ca/psm-fpfm/pay-remuneration/travel-deplacements/iairp-prinefp-eng.asp

Persons with a disability preventing them from applying on-line should contact us at
Reader Service: 1-800-461-6263

Intent of the process

Create an inventory which can be used for permanent, temporary, full-time, part-time appointments, or casual employment.

NOTE - casual employment means a short-term employment option to hire persons to the Public Service for a period not to exceed 90 working days in one department in any one calendar year

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

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.

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

Education

Successful completion of a secondary school diploma or an acceptable combination of education, training and/or experience.

Degree equivalency

Experience providing client or customer service over the phone or in person

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

Various language requirements
Bilingual imperative, levels are dependant on position being staffed.

Information on language requirements

Knowledge of the mandate of Veterans Affairs Canada.

Ability to communicate in writing
Ability to communicate orally
Ability to use reasoning skills to solve problems
Ability to conduct research and extract relevant information
Ability to multi-task
Ability to use computer technology as a multi-purpose work tool
Ability to deal with difficult situations

Effective Interpersonal Relationships
Judgement
Dependability
Client service orientation

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

Successful completion of secondary school.
Successful completion of post-secondary school diploma (includes community college, CEGEP, technical college or university).

Degree equivalency

Significant experience providing client or customer service over the phone or in person. (significant experience being at least one year over the last three years)
Experience working in an inbound call/contact centre
Experience working with clients of Veterans Affairs Canada
Experience as a member of the Canadian Armed Forces

In support of achieving a diversified workforce, consideration may be given to candidates who self-identify as belonging to one (1) of the designated employment equity groups under the Employment Equity Act: women; Aboriginal peoples; visible minorities; persons with disabilities.

Placement of individual(s) who have been affected based on a re-alignment of work.

Operational Requirements:

May be required to work overtime.

Conditions of employment

Security: Reliability Status

Must be able to work Monday to Friday with working hours falling between 07:00 - 18:00.

Shifts may vary.

Other information

PLEASE NOTE: For this selection process, our intention is to communicate with applicants by e-mail for all screening/assessment/notification purposes. Applicants who apply to this selection process must include in their application a valid e-mail address and make sure this address is functional at all times and accepts messages from unknown users.

You will be required to show how you demonstrate the essential qualifications (i.e. Education, Experience and/or Occupational Certification) for the initial screening through your resume, and/or in answering online screening questions. It is NOT sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities. Rather you must clearly demonstrate HOW, WHEN, and WHERE the qualification was met through substantiation by examples. Information on your described skills, experience, etc. provided in the screening questions should be supported by your resume. Failure to provide the above information in the format required may result in your application being rejected from the process.

If you do not fully complete the screening questions as instructed, you may be screened out.

Applicants with disabilities: Should you require a technical aid or an alternative method of assessment to ensure an equitable assessment of your qualifications, please indicate so in your application.

Candidates must meet all of the essential qualifications noted in the Statement of Merit Criteria to be appointed to a position. A candidate may be appointed to a position even though he/she does not meet any or all of the asset qualifications or operational requirements. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed.

Candidates must obtain the required pass mark for each qualification in order to be given further consideration in the selection process.

Depending on the requirements of the position(s) being staffed from this process, for current or future vacancies, any or all of the asset qualifications, operational requirements, and organizational needs may be applied at the time of staffing. Candidates may be contacted and assessed against these criteria at any time during this process.

We will only accept on-line applications received via the jobs.gc.ca site. Following are some of the benefits associated with applying on-line:

- Applicants can create a profile and a resume that can be used when applying for other processes without having to recreate a new application each time.
- Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.
- Applicants can verify the status of their applications, at any time.
- Applicants can be notified electronically of tests or interviews and results.
- For some jobs, applicants will find important information, namely the job questionnaire and a complete statement of merit criteria that are only available when applying on-line.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.
The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.