Customer Service Manager

Position Description: The client 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 partners 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 700 professionals and 70,000 customers!We are looking for a reliable and motivated individual. Are you ready to play a key role? We are ready for you: 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! The Payroll Service Centre provides all-in-one cloud solutions that simplify payroll and human capital management. We are proud of our strong client relationships, as reflected in our very high client satisfaction rate. Every day, our associates help thousands of clients across various industries process their employees' payroll. In this role, you will contribute to the success of local businesses as part of a dynamic team of more than 700 professionals serving over 70,000 clients! We are looking for a reliable and motivated individual. Are you ready to play a key role? We Are Ready for You

• A work environment recognized as one of the best in Canada (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 employee share purchase plan and profit-sharing plan from day one
• Benefits that adapt to your needs: flexible insurance plan, telemedicine, and much more!

The Manager is responsible for operational execution, team leadership, and people management. They translate the Director's direction into concrete actions and oversee the day-to-day operations of their department by engaging associates to achieve performance, quality, customer service, and efficiency objectives. The Manager implements the established direction within their team while supporting associate development and ensuring compliance with organizational policies. As a front-line manager, they serve as the link between the strategy established by the Director and operational execution. The Manager has a strong understanding of payroll concepts, terminology, and key issues, enabling them to effectively lead teams, support the resolution of complex situations, and ensure the consistent application of practices. We are looking for a reliable and motivated individual. Are you ready to play a key role?

Your future duties and responsibilities:

Operations Management

• Plan, coordinate, and oversee the daily activities of the department to ensure operational continuity.
• Ensure the team meets service levels, performance indicators, and operational objectives.
• Allocate resources and adjust priorities based on activity volumes and operational needs.
• Ensure consistent application of processes, procedures, and quality standards.
• Identify performance gaps and implement appropriate corrective actions.
• Understand and monitor dashboards and produce required management reports.
• Manage escalations related to technological or operational issues.

Customer Experience and Quality

• Identify and implement opportunities for continuous improvement in quality and customer interactions.
• Participate in the implementation of new processes, tools, or technologies.
• Encourage optimal use of digital tools and automation solutions.
• Identify and contribute to continuous improvement and transformation initiatives within the department.
• Ensure compliance with policies, procedures, regulatory requirements, and contractual obligations.
• Implement contingency plans in exceptional situations and ensure continuity of the department's operations.
• Implement quality assurance programs.
• Report customer expectations and pain points.
• Maintain a balance between the customer experience, associate experience, and achievement of KPIs.

Associate Management

• Lead, engage, and support employees under their responsibility.
• Provide regular coaching to develop skills and promote continuous improvement.
• Be responsible for succession planning.
• Contribute to achieving associate satisfaction and retention targets.
• Establish individual objectives, monitor progress, and conduct performance evaluations.
• Manage attendance, schedules, vacation, and replacement needs.
• Participate in the recruitment, selection, onboarding, and integration of new employees.
• Manage performance, disciplinary, and employee relations matters in collaboration with the Director.
• Foster a respectful, inclusive, and engaging work environment.

Financial Management

• Understand the day-to-day factors within the team that have a financial impact.
• Understand operational budgets and ensure the efficient use of human, financial, and technological resources.

Required qualifications to be successful in this role:

• College diploma (DEC) in administration, human resources, finance, accounting, information technology, or any other relevant combination of education and experience.
• A minimum of five (5) years of experience in payroll or a payroll certification, for example through the National Payroll Institute (Canada), is generally considered a significant asset.
• A minimum of three to five years of experience in a management role within a contact centre.
• Demonstrated ability to contribute to the development of team members.
• Strong customer service orientation, with well-developed analytical, synthesis, and planning skills.
• Demonstrated ability to deliver a high-quality customer experience, monitor satisfaction and quality indicators, and implement required improvement actions.
• Results-oriented with a focus on continuous improvement.
• Advanced knowledge of the Microsoft Office suite.
• Excellent verbal and written proficiency in both French and English (essential).
• Personal competencies: leadership, customer orientation, results orientation, communication, problem-solving, and adaptability.
• Demonstrated openness to emerging technologies, particularly artificial intelligence, and the ability to act as a change ambassador by promoting their adoption within teams.

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 $85,000–$120,000. This role is an existing vacancy.

Skills:

• English
• French
• Analytical Thinking
• Canadian Payr.Legisl. (Quebec)
• Communication
• Customer Service & Support
• Problem Solving

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. 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 team—one of the largest IT and business consulting services firms in the world.