REMOTE Project-based roles - Bilingual Contact Centre Agent

Do you have customer service or contact centre experience? Are you seeking project-based work? Join our roster to participate in projects in our Managed Contact Center space!

Deloitte’s OperateNext Managed Contact Centre group is actively seeking resources with customer service and/or contact centre experience to assist with upcoming projects in our Managed Contact Centre. You will work independently and remotely as part of a dynamic front-line services group of customer service professionals. As an independent contractor or temporary employee on this team, project work will vary but tasks will include:

• Collaborating with your contact centre and help desk teams to respond to customer inquiries via multiple channels such as phone and email.
• Provide exceptional customer service by providing timely and accurate responses using industry technologies.
• Identify opportunities for innovation and improvements in client service delivery and process efficiency.

Compensation is on an hourly basis, at $22/hour.

We are currently recruiting for individuals who are available for remote project work starting from February 2025 to May 2025, with the possibility of extension. Remote work must be conducted from within Canada. Candidates must be able to work in both English and French.

You are someone with:

• Strong written and verbal communication skills in both English and French
• Empathy, compassion, cultural sensitivity and excellent listening skills
• Ability to remain calm and non-judgmental during challenging calls
• Professional customer service skills with a strong phone presence, and passion for the customer and customer experience
• Previous customer service or contact centre experience
• Additional relevant training in customer service and trauma-informed care is an asset
• Availability to work flexible schedules including evenings until 8:00pm EST
• Flexible and quick learner, able to adapt to continuously evolving client needs
• Ability to adapt to new processes and procedures in a dynamic environment
• Ability to multitask and have strong organizational skills
• Ability to work independently and exercise good judgment
• Self-driven with attention to detail and follow through
• Minimum high school education. Post-secondary education is an asset, but not required.

Please also note the following:

1. As part of the Procom onboarding process, you will be required to pass a background check, which includes a criminal record check. In addition, a background check will be required annually if your contract is renewed.
2. As part of the interview and onboarding process, and to ensure ongoing identity verification, you will be required to:

• show a piece of government issued ID during the interview so we can verify your identity;
• send Procom two pieces of ID; and
• send Deloitte a current photo of yourself which will be used as your profile picture.

3. For scheduled meetings, you may be required to be on video.
4. You must work in Canada at all times. Deloitte will monitor the location from which you connect to our systems.

As an independent contractor or temporary employee, you will be working as part of Team Deloitte.

Our Managed Contact Centre provides support for customers and end users leveraging our workforce solutions and diverse base of professionals across Canada and globally. Our team works as the primary point of contact for client requests related to various support programs.

Deloitte is one of Canada’s leading professional services firms, providing audit, tax, consulting and financial advisory services across Canada. At Deloitte, we combine industry insight with a deep understanding of today’s local and global business challenges to give our clients the intelligent, practical and principled solutions they need to resolve both today’s and tomorrow’s challenges.

Deloitte is driven by its Purpose to make an impact that matters to its clients, people, and communities. We have been supporting Indigenous leaders, communities, and organizations for nearly 30 years. By investing our time and professional skills, Deloitte aims to break down barriers, such as access to education and employment, in order to build an inclusive and sustainable future for all. By living our Purpose, we will make an impact that matters.