Customer Service Coach

Position Description:

CGIs Payroll Services Centre (PSC) offers all-in-one cloud-based solutions that simplify payroll and human capital management. We take pride in the strong relationships we have built with our clients which is reflected in our high client satisfaction rate.

Every day our CGI Partners help hundreds of clients across various industries manage their employees this role you will contribute to the success of local businesses while working as part of a dynamic team of more than 700 professionals serving 62000 clients.

We are looking for a reliable and motivated individual. Are you ready to play a key role Were ready for you:

Weekday daytime schedule to support a healthy work-life balance
A workplace recognized as one of Canadas best (Great Place to Work certification)
Employee Assistance Program health and wellness programs comprehensive insurance coverage and financial assistance for job-related education
Career development supported by a professional development plan
Access to the share purchase plan and profit participation plan from day one
Benefits tailored to your needs including a flexible insurance plan telemedicine and much more!

Your future duties and responsibilities:

Act as a resource person and provide support to Customer Service Advisors regarding applications and various procedures while promoting best practices.
Plan and organize your work to meet expectations and deadlines.
Identify situations requiring urgent attention and escalate issues and requests to the appropriate resources when necessary.
Coach and support Advisors on technical areas requiring improvement identified during call monitoring.
Contribute to knowledge sharing within the team.
Work closely and collaboratively with other teams.
Identify and document issues encountered questions raised and proposed solutions.
Update documentation and procedures essential to CGI Partners.
Create tools to strengthen payroll knowledge such as quizzes best-practice guides and learning capsules.
Monitor and track the technical development and progress of CGI Partners.
Provide weekly progress updates.

Required qualifications to be successful in this role:

College diploma (DEC) in administration accounting or a related field or an equivalent combination of education and relevant experience.
3 years of experience in payroll or a related field.
Advanced knowledge of payroll concepts including earnings and deductions setup matrices and procedures.
Knowledge of a payroll application preferably Nethris Internet Suite.
Knowledge of the Opéra application.
Strong coaching skills.
Strong customer service and organizational skills.
Excellent problem-solving and work organization skills.
Ability to work under pressure and meet deadlines.
Excellent written and verbal communication skills in both French and English.
Proficiency with Microsoft Office (Word Excel PowerPoint) and Internet navigation.
Knowledge of various products solutions and contributions used by clients such as group insurance CCQ Report Generator General Ledger Interface and others.

Assets:
Payroll Compliance Professional (PCP) certification from the National Payroll Institute (formerly the Canadian Payroll Association).

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 $45000$75000. This role is an existing vacancy.

#LI-YK2

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
• Canadian . (Quebec)
• Communication
• Customer Service & Support
• Problem Solving

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.

That same commitment to fairness extends to how we use technology. To support our recruitment team AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

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.