Customer Service Team Leader

Position Description:

CGI Payroll Services Centre (PSC) offers all-in-one cloud-based solution that simplifies Payroll and Human Capital Management. We are proud of our privileged relationships with clients and their satisfaction rate is very high. Every day our members help thousands of customers pay their employees in different this role you will contribute to the success of local businesses within a dynamic team with over 700 professionals and more than 62000 customers!

We are looking for a reliable and motivated individual. Are you ready to play a key role
We are ready for you:
-Work-life balance: a weekday schedule.
-Work environment recognized as one of the best in the Canada (Great Place to Work certified)
-Employee Assistance Program Health and Wellness program comprehensive insurance coverage financial assistance for your job-related studies
-Career development supported by a professional development plan
-Access to our Share Purchase Plan and Profit Participation Plan as of your first day with us
-Benefits that fit your needs: Flexible insurance plan telemedicine and more!

Your future duties and responsibilities:

- Coordinate various operational activities within the department
- Evaluate call quality and productivity
- Ensure adherence to pre-established service levels
- Plan daily schedules according to operational needs
- Ensure the establishment and maintenance of work processes that optimize the department
- Provide high-quality service to our clients
- Prepare performance reviews
- Organize and participate in the development and training of resources
- Disseminate communications relevant to the smooth operation of the department
- Manage customer complaints and claims
- Participate in various operational meetings and contribute to diverse company projects

Required qualifications to be successful in this role:

- Bachelors degree or equivalent combination of experience
- Minimum of two years of supervisory experience
- Customer service experience
- Call center experience
- Ability to work under pressure while maintaining a positive attitude
- Ability to work in a team of 40 to 50 people
- Strong teamwork skills
- Excellent organizational skills
- Flexibility and adaptability to change
- Initiative
- Proficiency in Microsoft Office (Word Excel)
- Excellent verbal and written communication skills in French and English
- Openness to emerging technologies particularly artificial intelligence and a proactive role in promoting their adoption within teams
- Payroll experience (an asset)

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level geographic market experience and training and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $60 000$100 000. This role is an existing vacancy.

Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills:

• French
• Analytical Thinking
• Customer Service & Support

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer being able to perform your best during the recruitment process is important to us. If you require an accommodation please inform your recruiter.

To learn more about accessibility at CGI contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our teamone of the largest IT and business consulting services firms in the world.