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!

Your future duties and responsibilities The Customer service Manager is responsible for operational execution, team leadership, and people management. They translate the Director's strategic direction into concrete actions and oversee the day to day operations of their department by engaging associates to achieve performance, quality, client service, and efficiency objectives. They implement organizational direction within their team while fostering associate development and ensuring compliance with organizational policies. The Service Manager is a frontline manager who serves as the link between the strategy defined by the Director and operational execution. They have a strong understanding of key payroll concepts, terminology, and issues, enabling them to effectively lead teams, support the resolution of complex situations, and ensure the consistent application of practices.

On a Typical Day, You Will Perform the Following Responsibilities:

Operations Management

• Plan, coordinate, and supervise the day to day activities of the department to ensure business continuity.

• Ensure the achievement of service levels, key performance indicators, and operational objectives for the team.

• Allocate resources and adjust priorities based on activity volumes and operational needs.

• Ensure the consistent application of processes, procedures, and quality standards.

• Identify performance gaps and implement appropriate corrective actions.

• Understand and monitor performance dashboards and prepare required management reports.

• Manage escalations related to technological or operational issues.

Client Experience and Quality

• Identify and implement opportunities to continuously improve quality and client interactions.

• Participate in the implementation of new processes, tools, or technologies.

• Promote the optimal use of digital tools and automation solutions.

• Identify and contribute to continuous improvement and transformation initiatives within the department.

• Ensure compliance with applicable policies, procedures, regulatory requirements, and contractual obligations.

• Implement contingency plans during exceptional situations and ensure continuity of operations within the department.

• Implement quality assurance programs.

• Report and communicate client expectations and pain points.

• Maintain the appropriate balance between client experience, associate experience, and the achievement of KPIs.

Associate Management

• Lead, engage, and support associates under their responsibility.

• Provide regular coaching to develop skills and foster 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 planning, and staffing replacement needs.

• Participate in the recruitment, selection, onboarding, and integration of new associates.

• 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 operational factors within the team that have a financial impact.

• Understand operational budgets and ensure the efficient use of human, financial, and technological resources.

Position Requirements

• College diploma (DEC) in Business Administration, Human Resources, Finance, Accounting, Information Technology, or any other relevant combination of education and experience.

• Minimum of five (5) years of experience in the payroll field. Payroll certification, such as certification through the National Payroll Institute (Canada), is considered a strong asset.

• Minimum of three to five (3–5) years of experience in a management role within a contact centre environment.

• Demonstrated ability to contribute to the development of team members.

• Strong client service orientation, with solid analytical, synthesis, and planning skills.

• Demonstrated ability to deliver a high quality client experience, monitor client satisfaction and quality indicators, and implement required improvement actions.

• Results oriented, with a strong focus on continuous improvement.

• Advanced proficiency in the Microsoft Office suite.

• Excellent proficiency in both French and English, written and spoken (essential).

• Personal competencies: leadership, client orientation, results orientation, communication, problem solving, and adaptability.

• Demonstrate openness to emerging technologies, particularly artificial intelligence, and act as a change ambassador by prom

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 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.

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