Team Lead - Customer Service

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 industries. In this role, you will contribute to the success of local businesses within a dynamic team, with over 600 professionals and more than 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;
- Work-life 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 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!
You have to attend a paid full time training of five (5) weeks.

Your future duties and responsibilities:

On a typical day, you will perform the following tasks:
- Coordinate various operational activities within the sector;
- Assess quality and productivity of all calls;
- Prepare and disseminate evaluations;
- Participate in various operational meetings and get involved in various corporate projects;
- Plan schedules daily based on operational requirements;
- Ensure established service levels are met;
- Ensure the establishment and maintenance of work processes to optimize the sector;
- Provide high quality service to our clients;
- Organize and participate in resource development and training;
- Disseminate communications relevant to the proper functioning of operations;
- Anticipate events and fluctuations in work volumes in order to prepare the team;
- Ensure that the execution of the various tasks is within our service levels;
- Manage customer complaints and complaints;
- Ensure planning and training needs.

Required qualifications to be successful in this role:

- Bachelor's degree or equivalent combination of experience;
- A minimum of two years of supervisory experience;
- Customer service experience ;
- Call center experience ;
- Ability to handle stress while maintaining a positive attitude;
- Ability to work in a team of 40 to 50 people;
- Strong teamwork skills;
- Strong organizational skills;
- Flexibility and ability to adapt to change;
- Demonstrate initiative;
- Good knowledge of MicrosoftMD Office tools (Word, Excel);
- Excellent verbal and written communication skills in English and French;
- Experience in payroll (asset).
Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills:

• Analytical Thinking
• Customer Service & Support

What you can expect from us:

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.