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National Contact Centre Network (NCCN) Analyst
Original government version here
Closing: 2026-07-16

National Contact Centre Network (NCCN) Analyst

Veterans Affairs Canada - Field Operations Division

Closing date: July 16, 2026 - 23:59, Pacific Time

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Reference number
DVA26J-069897-000293
Selection process number
26-DVA-EA-CH-676399
Location
Calgary (Alberta), Edmonton (Alberta), Kelowna (British Columbia), Penticton (British Columbia), Prince George (British Columbia), Surrey (British Columbia), Vancouver (British Columbia), Victoria (British Columbia), Brandon (Manitoba), Winnipeg (Manitoba), Campbellton (New Brunswick), Oromocto (New Brunswick), Saint John (New Brunswick), Corner Brook (Newfoundland and Labrador), St. John's (Newfoundland and Labrador), Halifax (Nova Scotia), Sydney (Nova Scotia), Hamilton (Ontario), Kingston (Ontario), Kirkland Lake (Ontario), London (Ontario), Mississauga (Ontario), North Bay (Ontario), Ottawa (Ontario), Owen Sound (Ontario), Pembroke (Ontario), Peterborough (Ontario), Thunder Bay (Ontario), Toronto (Ontario), Trenton (Ontario), Windsor (Ontario), Charlottetown (Prince Edward Island), Gatineau (Québec), Montréal Island (Québec), Québec (Québec), Saint-Jean-sur-Richelieu (Québec), Saguenay - Lac-Saint-Jean - Other locations (Québec), Regina (Saskatchewan), Saskatoon (Saskatchewan)
Employment tenure
Acting, Assignment, Deployment, Indeterminate, Secondment, Specified period
Salary
$46,685 to $66,668 - (The starting annual salary for external candidates is $61, 641 (step 8))
Level
WP-01
Who can apply
Persons residing in Canada, and Canadian citizens and Permanent residents abroad.
Organization information
For further information on the organization, please visit Veterans Affairs Canada.

On this page

About the position

Work environment
🏢 🏠 We have quickly adapted to the new reality and the majority of our employees are currently working based on a common hybrid work model. Employees can expect to work a combination of both remote and on site, with the frequency of each depending on the operational needs.
PLEASE APPLY ONLY for locations where you have a genuine interest in working or where you would be willing to relocate.
Intent of the process
The intent of this process is to create a pool or partially assessed pool of candidates to fill similar or identical positions with various language profiles, durations (term, indeterminate, assignment, secondment, acting appointment and deployment) and conditions of employment in Veterans Affairs Canada or other federal government departments/agencies.
The immediate need is to staff 5 part-time term positions.
Important messages
If you have a completed GC Workplace Accessibility Passport, this can also be voluntarily provided to initiate the conversation about your accommodation arrangements for this assessment.
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🌟Are you motivated to support the well-being of Veterans and their families? Are you a hard-working individual that is ready for a challenge? Are you looking for an employer that understands the importance of a healthy work-life balance and supports opportunities for growth and professional development? If so, then Veterans Affairs Canada (VAC), is looking for YOU!🌟
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📢Ready to Apply? Here’s how to do it! 📢
1. Click on - apply online - at the bottom of the screen!
2. Give yourself the best chance to succeed! If you require any assistance, or for information on how to apply in an alternate format due to an accessibility/accommodation need, please contact the email address indicated in the "Contact information" section below prior to the Closing Date.
3. You will be prompted to answer screening questions concerning the essential education and experience qualifications and, other (non-essential) qualifications.
4. Tips for responding to screening questions:
▶ When responding please clearly demonstrate HOW, WHEN, and WHERE each qualification was met and provide examples.
▶ Choose examples with sufficient complexity, impact and degree of difficulty that will allow you to illustrate to what extent and depth you have shown the behaviors expected for each qualification.
▶ Each example should include when the example took place, background of the situation, what you did, how you did it, what your role was in the situation, and what was the outcome.
5. You will be asked to include your resume. Your resume may be used as a secondary source to validate the experience and education described in the screening questions, however you will not be solicited for incomplete or possible missing information.
6. How to Apply for Government of Canada Jobs
https://www.canada.ca/en/public-service-commission/jobs/services/gc-jobs/applying-government-canada-jobs-how-to-apply.html
7. Communication for this process will be sent via email and/or via your GC Jobs account. It is your responsibility to ensure accurate contact information is provided and updated as required.
📢 What to expect after you submit your application 📢
** You are entitled to participate in the process in the official language of your choice, and you will be asked to indicate your preferred official language of correspondence in your application.
Step 1: Screening (Review of Applications)
▶ When you apply for this process, an initial screening will be done on education and experience by the answers you provide in your online application. As a result, please ensure you allow yourself a significant amount of time to complete this application.
▶ You must meet the essential education and experience qualifications to move forward to the assessment phase.
Step 2: Assessment
▶ An interview and/or written exam may be administered.
▶ Reference checks may be conducted. The Assessment Committee may contact references other than those provided by the candidates (within the Public Service only) in order to adequately assess the candidates.
▶ Be prepared to provide proof of education credentials. If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. For more information, please click on “Degree Equivalency” in the Education section above.
▶ Be prepared to provide proof of Canadian Citizenship or Permanent Residency.

Conditions of employment

Reliability Status
Operational Requirements
OR1: Willingness and ability to work overtime on short notice.
OR2: Willingness and ability to work variable work schedules* established by the employer:
OR3: Willingness and ability to answer incoming phone calls while:
• Wearing a headset for prolonged periods, of time
• Working in an environment that contains background noise
• Being constantly exposed to one or more computer screens.
• Being frequently exposed to emotionally charged situations and difficult callers.
*Work schedules are defined as:
For Part-Time - Maximum of 25 hours per week between 7:00 a.m. and 4:30 p.m. local time. For Full-Time - 37.5 hours per week between 7:00 a.m. and 6 p.m. local time.

You need (essential for the job)

Your application must clearly explain how you meet the following
Education:
A secondary school diploma, a high school equivalency diploma (GED) or an acceptable combination of education, training and/or experience in a client service-related field.

Learn more about degree equivalency.

Experience :
EX1 - Experience in providing client-focused customer service* by phone in a contact centre environment or in person for approximately two years.
EX2 - Experience using online work platforms including but not limited to Microsoft 365 and MS Teams.
EX3 - Experience in effectively engaging with emotionally charged individuals and navigating challenging discussions with professionalism and empathy.
*Providing client focused customer services means dealing one on one with individuals and providing any of the following:
• Sharing and explaining company or product information,
• Responding to client requests and enquiries,
• Resolving complaints and problems.
Applied / assessed at a later date
Competencies:
CO1 - Demonstrating integrity and respect.
CO2 - Working effectively with others
CO3 - Thinking things through
Abilities:
AB1 - Ability to effectively communicate in writing.
AB2 - Ability to effectively communicate orally.
AB3 - Ability to multitask
AB4 - Ability to summarize large amounts of information
AB5 - Ability to demonstrate self-sufficiency and work independently

Language requirements (essential for the job)

Applied / assessed at a later date
Various language requirements - English Essential, Bilingual Imperative CBC/CBC CCC/CCC).

Learn more about language requirements.

You may need (asset qualifications)

May be applied / assessed at a later date
Asset Qualifications:
AED1 - Degree or diploma from a recognized post-secondary institution.

Learn more about degree equivalency.

Asset Experience:
AEX1 - Experience working in a call/contact centre.
AEX2 - Experience providing client or customer service in writing.
AEX3 - Experience as a member of the Canadian Armed Forces.
AEX4 - Experience working in a field that deals with individuals who fall within VACs client group.
Organizational Needs:
The Public Service of Canada is committed to building and maintaining 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 Indigenous person, a person with a disability or a member of a visible minority group. Qualified candidates who self-declare as members of one or more of Employment Equity groups (Indigenous peoples, Persons with a Disability, Visible Minorities, and Women) may be considered and/or selected for appointment to fulfill the organizational needs.

Our commitment

We're 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 contact the hiring organization below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Learn more about assessment accommodation.

Equity, diversity and inclusion

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the population it serves. We promote employment equity and encourage you to self-declare if you belong to one of the designated employment equity groups when you apply.

Learn more about diversity and inclusion in the public service.

✋✋🏻✋🏼✋🏽✋🏾✋🏿Diversity and Inclusion is important to us at VAC!
Veterans Affairs Canada is committed to building and supporting a diverse workforce that is representative of the Canadian population through equitable and accessible employment practices and its culture. We strive to achieve an inclusive and open work environment that embraces a variety of communities, perspectives and backgrounds where accessibility is the pillar. Our diverse workforce helps us make a positive impact in the lives of our increasingly diverse clientele.
We welcome members of equity-deserving groups to apply and recognize that the current Employment Equity Act does not fully encompass all equity deserving group members. If you are a member of the groups indicated in the Employment Equity Act, we encourage you to self-declare during this process. These groups include women, Indigenous Peoples, persons with disabilities and members of a visible minority community.

Preference

Preference will be given to veterans first, followed by Canadian citizens and permanent residents, with the exception of jobs located in Nunavut or Yukon. For positions located in Nunavut, qualified Inuit enrolled under the Nunavut Agreement will be appointed first. For positions located in Yukon, qualified Yukon First Nations will be appointed first, followed by qualified Indigenous persons.

Learn more about preference to veterans.

How to apply

Learn more about applying for Government of Canada jobs.

Information you must provide
  • Your résumé
Respond to a text question addressing the following
  • If you would like to be considered for bilingual position, do you have valid Second Language Evaluation (SLE) results?
    If no, please refer to the website for more information regarding the level of the language requirements required. https://www.canada.ca/en/public-servicecommission/services/second-language-testingpublic-service/information-candidates.html
  • If you would like to be considered for bilingual position, do you have valid Second Language Evaluation (SLE) results?
    If no, please refer to the website for more information regarding the level of the language requirements required. https://www.canada.ca/en/public-servicecommission/services/second-language-testingpublic-service/information-candidates.html

We'd like to thank all those who apply. However, only the people selected for further consideration will be contacted.

Hiring organization contact

Name: Shawna Lannigan - Human Resources Assistant
Email address: 
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