(Montreal) Call Center Agent - Immigration, Refugees and Citizenship Canada (Due TOMORROW Feb 1st 2017)
DVM-Jobs-Emplois
https://emploisfp-psjobs.cfp-psc.gc.ca/psrs-srfp/applicant/page1800?toggleLanguage=en&poster=1003655
Call Center Agent
Selection process number: 2017-IMC-EA-24964
Important messages
A Curriculum Vitae MUST be submitted when applying for this selection process.
It
is your responsibility, as a candidate, to clearly demonstrate if / how
you meet each of the screening criteria by answering the following
questions.
When providing your answers, it is not sufficient to
simply state that the qualification is "met" or provide a listing of
current or past responsibilities. You must provide concrete specific
examples to illustrate how you meet each criterion identified in the
questions. Please limit your answers to less than 250 words.
*** IMPORTANT:
Your
answers must include where and how you obtained the required
experience, as well as the period(s) in which you performed the
functions of the position(s). Your answer must include the date format
of Month-Year to Month-Year.
FAILURE TO CLEARLY DEMONSTRATE IN
YOUR ANSWERS HOW YOU MEET THE ESSENTIAL EDUCATION AND EXPERIENCE
SCREENING CRITERIA WILL RESULT IN THE REJECTION OF YOUR APPLICATION.
FAILURE
TO CLEARLY DEMONSTRATE IN YOUR ANSWERS HOW YOU MEET THE EXPERIENCE
LISTED IN THE SECTION ENTITLED “The following may be applied / assessed
at a later date (may be needed for the job)” MAY PREVENT YOU FROM BEING
CONSIDERED FOR A SPECIFIC APPOINTMENT WHERE ASSET QUALIFICATIONS WOULD
BE USED.
WRITTEN and ORAL COMMUNICATION will be evaluated through all communications and steps of the process.
Duties
In our call center, the agent serves the public by
telephone in matters regarding Citizenship, Immigration and Refugee
programs. You will receive training to provide you with thorough,
up-to-date information on these programs and services.
To be
effective in this position, you need to be motivated, to be focused on
quality and client support, and to like learning continuously and
quickly. You need to have excellent skills in communications, client
service, problem solving and information gathering, and be willing to
push yourself in a dynamic and high-volume work environment.
This
position requires the use of a headset at all times since you will be
constantly on the telephone, as well as working in an environment with
background noise and constant exposure to a computer screen.
The working conditions require the ability to adapt to change, to manage stress and to deal with a variety of clients
Work environment
Working at Immigration, Refugee and Citizenship Canada provides opportunities for a career that is global in scale, offering a wealth of international perspectives that increase professional skills and expand cultural perceptions. A career with us demands cross cultural sensitivity and open mindness. Working with us means contributing to the service support required in building a stronger Canada – a safe and secure country with a shared bond of citizenship and values; a country that continues to support our humanitarian tradition and draws the best from the world to help build a nation that is economically, socially and culturally prosperous place in the world.
Intent of the process
Create a pool of qualified candidates that will be used to staff
positions on an indeterminate or temporary basis. This pool may be used
to staff one or many positions at the same group and level, or
equivalent, on an indeterminate or temporary basis and of any official
languages requirements at Immigration, Refugee and Citizenship Canada.
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 :
A secondary school diploma or employer-approved alternatives*.
* 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.
Experience :
Experience using a Windows based personal computer, Microsoft Outlook, Excel, Word and Internet.
Recent
and significant experience* providing quality client service and
support which includes gathering information and clarifying a situation
in order to resolve a customer service request.
* A recent and
significant experience is defined as work experience usually attained
during a period of at least one (1) year in the last five (5) years.
The following will be applied / assessed at a later date (essential for the job)
Bilingual - Imperative (CBC/CBC)
Information on language requirements
Compétencies :
Oral Communication
Written Communication
Client Service Orientation
Adaptability and Flexibility
Judgment/Analytical Thinking
Values and Ethics
Interpersonal Awareness
Verification and Accuracy
Using Technology
The following may be applied / assessed at a later date (may be needed for the job)
Specialized training as a Client Service Agent.
Experience
in working, researching or studying abroad, particularly in a
developing country, a fragile or conflict-affected state or a country in
transition.
Experience related to humanitarian assistance.
Experience
as an agent in a call centre whose primary task is providing customer
service or support including but not limited to areas such as technical
advice, problem solving, complaints, complex cases, etc
Experience working with Immigration, Refugee and Citizenship Canada programs and/or legislations
Experience working in a Federal Public Service call centre.
Experience working at the Immigration, Refugee and Citizenship Canada Call Centre.
Experience working with the Global Case Management system (GCMS).
Experience
in the development of Visual Basic Applications (VBA) tools for
applications such as analysis of statistical data related to MS Excel,
Outlook or other similar platforms.
Operational Requirements:
Part-time positions of 20, 25, or 30 hours a week. High possibility of 37.5 hours per week
Conditions of employment
Reliability Status security clearance - Obtain and maintain a Reliability Security Clearance
Be available and consent to work a variable schedule, within operational needs.
Pass
the Call Centre Agent Training Program. (If the candidates do not meet
this condition of employment, they will be rejected during the
probationary period)
Consent to wear a headset and be exposed to a computer screen for long periods of time.
Other information
An interview will be administered.
An exam may be administered.
A top-down selection may be used.
A random selection may be used at any given time throughout the assessment phase.
This
selection process could be divided up in many phases that would permit
that 1) Candidates possessing assets that are deemed important, for the
position to be staffed, are assessed in priority and that 2)
Appointments be made immediately to meet urgent operational
requirements.
Candidates may be required to meet the asset
qualifications or the organizational needs, depending on the
requirements of the specific position being staffed.
Candidates must meet the essential qualifications to be appointed to a position.
Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.
Please
identify clearly your substantive group and level and your employment
status on your resume and/or application form if you are already an
employee of the Public Service.
Please ensure that your Personal
Record Identifier (PRI) is included in your application if you are
already an employee of the Public Service.
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.
Candidates must provide proof of
education credentials at a later time in the process. Candidates with
foreign credentials must provide proof of Canadian equivalency. Consult
the Canadian Information Centre for International Credentials for
further information at http://www.cicic.ca/indexe.stm
Only
on-line applications will be accepted. If this is not possible, please
contact Human Resources in order to submit your application by alternate
means. To submit an application on-line, please click on the button
Apply Now below. Persons with a disability preventing them from applying
on-line should apply with INFOTEL at 1-800-645-5605.
Communication
for this process will be sent via email. It is the responsibility of
the candidate to ensure accurate contact information is provided and
updated as required. Candidates who apply to this selection process
should include an email address that accepts email from unknown users
(some email systems block these types of email). Failure to do so might
exclude you from the selection process. We strongly encourage candidates
to check their email on a regular basis.
All notifications for
this process will be posted on www.jobs.gc.ca. It is the responsibility
of each person to check for notifications on the www.jobs.gc.ca site.
When
selecting qualified candidates for appointment from a potential pool,
any or all essential qualifications may be considered to determine the
'right fit' for the specific vacancy being filled. A candidate may be
appointed to a position even though he/she does not meet any or all of
the asset qualifications, operational requirements or organizational
needs. However, meeting these criteria is desirable and may be a
deciding factor in choosing the person to be appointed.
Delegated
managers may appoint the best person to the position based on the
extent, depth, quality and nature of the experience required for the
position being staffed.
Once the pool of qualified candidates will be implemented, pool rules will be implemented.
IF
YOU FAIL TO KEEP AN APPOINTMENT WITHOUT REASONABLE CAUSE YOUR
APPLICATION MAY NO LONGER BE CONSIDERED IN THIS COMPETITIVE PROCESS.
FAILURE TO FOLLOW ANY INSTRUCTIONS AT ANY STEPS THROUGHOUT THIS PROCESS WILL RESULT IN REJECTION OF YOUR APPLICATION.
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.
Contact information
| 2017-IMC-EA-24964 |
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IRCC.2017-IMC-EA-24964...@cic.gc.ca |