Manager - Customer Service - Montréal, Canada - CGI

CGI

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

CGI - Payroll Services Centre (PSC) offers all-in-one cloud-based solution that simplifies Payroll and Human Capital Management.

As part of a dynamic team, you will contribute to the success of local businesses We are proud of our privileged relationships with clients, and their satisfaction rate is very high.

Every day, our members help hundreds of customers pay their employees in different industries. In this role, you will contribute to the success of local businesses within a dynamic team, with over 600 professionals and 55,000 customers
We are looking for a reliable and motivated individual. Are you ready to play a key role?

We are ready for you:

Never stop learning: we offer a complete, ongoing and paid training on Canadian payroll;
Worklife balance: a flexible 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 jobrelated 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

Insights you can act on

While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes.

We call our employees "members" because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of.

This has been our Dream since 1976, and it has brought us to where we are today—one of the world's largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings.

We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities.

As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.
Your future duties and responsibilities

On a typical day:

Supervise and coordinate the activities of a customer service team

Carry out recruitment and training activities for new members
Ensure and maintain excellent customer service levels
Represent his or her team with partners and various committees
Propose and implement proactive solutions to optimize customer service
Set, review, analyze and present the productivity standards of his department
Improve the productivity/efficiency of his/her teams with an optimization and continuous improvement approach
Take an active part in the strategy and deployment activities of certain operational projects
Carry out periodic followups and annual evaluations of its members in accordance with the Member Partnership Management Framework
Support and advise his or her team: provide continuous feedback on performance and implement appropriate tools to foster member development
Address member performance issues and implement remedial plans as needed.
Establish performance objectives for its teams
Analyze monthly team results to ensure that activities are carried out with maximum efficiency and effectiveness

Required qualifications to be successful in this role
Bachelor's degree in administration or any other combination of education and equivalent experience

Minimum of 7 years experience in managing operational activities related to customer service in a call center (30+ members) and payroll management (an asset)
Very good communication skills
Leadership, responsibility, initiative and autonomy
Ability to work in a team and to share experience and knowledge
Good understanding of priorities and respect for deadlines
Ability to adapt to change
Ability to question work methods
Ability to interact with other departments in the management
Knowledge of the microcomputer environment and various tools such as Excel, Word, PowerPoint
Bilingualism essential: fluency in French and English, both verbal and written.

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