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Customer Service Manager Category: Administration
Main location: Canada, Quebec, Montre9al
Position ID:J0826-1159
Employment Type: Full Time
Position Description: 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
