REMOTE Project-based roles - Bilingual Contact Centre Agent Id-3258

Job Type: Independent Contractor 

Employer: Procom
Reference code: 127727   
Primary Location: Anywhere in Canada (remote)
All Available Locations: Fredericton, NB; Brossard, QC; Burlington, ON; Calgary, AB; Edmonton, AB; Halifax, NS; Kanata, ON; Kitchener, ON; Langley, BC; Laval, QC; Moncton, NB; Montreal, QC; Ottawa, ON; Quebec City, QC; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Toronto, ON; Vancouver, BC; Vaughan, ON; Victoria, BC; Windsor, ON; Winnipeg, MB 

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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! 

What will your typical day look like?

 

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.

Enough about us, let’s talk about you

 

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. 

About the team

 

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. 

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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