Senior Contact Center Analyst

Position Description:

CGI – Payroll Services Centre (PSC)** offers all-in-one cloud-based solutions that simplify payroll and human capital management. We take pride in our strong client relationships, reflected in our high customer satisfaction rate.

Every day, our members help hundreds of clients process payroll for their employees across various industries. In this role, you will contribute to the success of local businesses as part of a dynamic team of over 700 professionals and 62,000 clients!

We are looking for a reliable and motivated individual. Are you ready to make a meaningful impact?

We’re ready for you:

• A work environment recognized as one of the best in Canada (Great Place to Work certified)
• Employee assistance program, health and wellness programs, comprehensive insurance coverage, and financial support for job-related studies
• Career development supported by a professional development plan
• Access to a stock purchase plan and profit-sharing from day one
• Benefits tailored to your needs: flexible insurance plan, telemedicine, and more!

Your future duties and responsibilities:

Workforce Management (until acquisition of the Workforce Management module)

• Use workforce management software (or spreadsheets) and call volume history to manage daily staffing needs
• Assess availability for training, special projects, and other functions
• Monitor performance across teams and recommend improvements to service levels and efficiency
• Provide administrative support based on daily performance as needed
• Ensure service levels are maintained and coordinate real-time and advanced planning for all phone and non-phone activities
• Ensure thresholds are defined and respected for all accounts through close monitoring and coordination with the operations team
• Assist management in implementing performance management action plans and initiatives

Data Management and Reporting

• Create various weekly and monthly Service Desk reports by analyzing complex data sets to extract meaningful insights
• Download and import data from other sources (databases, spreadsheets, text files, etc.)
• Ensure data accuracy
• Serve as a resource for call center efficiency reporting, individual and team statistical analysis, and process improvement
• Maintain a reporting calendar and documentation of reporting procedures
• Ensure timely distribution of reports and insights to the management team
• Handle ad hoc information requests
• Present data in clear and concise formats using MS Excel (spreadsheets, pivot tables, charts)
• Analyze results and effectively communicate key findings
• Gather requirements from operational teams to develop new reports, conduct testing, and demonstrate newly created solutions

IVR (Interactive Voice Response)

• Ensure process alignment related to IVR
• Ensure smooth navigation and enhance the customer experience
• Adjust IVR during peak periods to optimize performance

Required qualifications to be successful in this role:

• Knowledge of Genesys Cloud CX
• Familiarity with Verint
• Proficiency in Microsoft Excel (macros, pivot tables, charts, formulas)
• Proficiency in Microsoft PowerPoint
• Strong attention to detail
• Ability to use time productively, maximize efficiency, and meet challenging work objectives
• Strong written and verbal communication skills
• Ability to work independently and collaboratively
• Strong organizational skills
• Demonstrated critical thinking and problem-solving abilities
• 5+ years of experience in a call center environment
• 2+ years of experience in reporting and documentation
• Knowledge of technical Service Desk operations

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
• French

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll 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. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll 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.

You’ll shape your career by joining a company built to grow and last. You’ll 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 team—one of the largest IT and business consulting services firms in the world.

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