Customer Operations Consultant
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Job Summary
Position Title: Customer Operations Consultant
Work Location:
Remote Quebec Canada (with occasional on-site availability in Montreal/Kirkland)
Classification:
Independent Contractor (Canada)
Engaged under a Statement of Work (SOW)
Position Summary
As a Customer Operations Consultant you will deliver key support for workforce management and staffing programs within a centralized client service model. Operating as an independent contractor under a Statement of Work (SOW) you will contribute across Talent Operations Program Administration and Client Service delivery. This role is ideal for a detail-oriented bilingual professional comfortable managing multiple priorities and stakeholders in a fast-paced environment.
Contractor Services
Talent Operations Support
Assist with job requisition postings candidate screening and interview scheduling.
Coordinate onboarding activities including document collection and new-hire logistics.
Partner with client stakeholders to confirm role requirements timelines and expectations.
Serve as the primary point of contact for consultants and temporary workers during
assignments.
Manage administrative and timekeeping processes via client platforms (e.g. SAP
Fieldglass).
Provide first-line issue resolution related to consultant engagement and system usage.
Generate and deliver reports summaries and dashboards as required.
Client & Program Administration
Support adherence to key performance indicators (KPIs) and service level agreements
(SLAs).
Act as a liaison between client contacts internal teams and supplier partners for daily
operations.
Maintain strong professional relationships and effective communication with all
stakeholders.
Proactively identify service delivery risks and recommend solutions.
Participate in recurring client check-ins and business reviews to evaluate satisfaction and
performance.
Support reporting data analysis and workforce program metrics.
Oversee coordination of travel and expense reporting where applicable.
Identify opportunities to enhance program value and support account growth through
improved processes expanded supplier engagement or increased service adoption.
Share insights and recommendations with client and internal stakeholders to promote
program expansion and long-term success.
Minimum Qualifications
Bachelors degree preferred or equivalent work experience in HR recruitment staffing
or client operations.
Experience with VMS or HRIS systems (e.g. SAP Fieldglass) is strongly preferred.
Proficiency in Microsoft Office Suite (Excel Word PowerPoint Outlook).
Experience supporting contingent labor programs or MSP operations is an asset.
Fluency in both English and French (spoken and written) is required.
Contractor Requirements
As this role may involve access to sensitive data a client-issued laptop and email account
will be provided.
Contractor is responsible for maintaining personal equipment such as phone and internet
access.
Responsible for all personal tax filings insurance and benefits as an independent
contractor.
Invoicing must follow the agreed schedule outlined in the SOW with accurate and timely
submissions.
Invoices must include applicable GST/HST and for Quebec-based contractors QST
charges in compliance with Canadian tax laws.
Payments will be processed according to term in agreement and receipt of an approved
invoice.
Location & Availability
Must be a resident of Quebec ideally based in or near Montreal.
Availability for in-person meetings at the Kirkland Head Office as needed.
Full fluency in French (read write speak) is required to meet compliance with Bill 96
and to collaborate effectively with local stakeholders.
Compliance & Legal Considerations
Must be knowledgeable of Canadian federal and provincial labor laws including those
governing self-employed workers and Quebec-specific requirements.
Required to follow all applicable privacy laws (including PIPEDA and provincial
regulations) and corporate compliance policies.
Must operate in accordance with the terms outlined in the Independent Contractor
Agreement and Statement of Work (SOW).
Additional Notes
Access to confidential or sensitive information may be required in this role.
Tasks may involve prolonged use of a computer document handling and general office
mobility.
Required Experience:
Contract
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
