Team Lead (Financial Account)

Position Description:

The supervisor's role is pivotal in building a solid team and shaping members' behaviors to accomplish desired results. This key responsibility underscores the supervisor's value and integral role in the team's success. They will also play a collaborative role in growing and implementing standards and processes and investigating and solving product and service complaints as part of overall service delivery.

Your future duties and responsibilities:

• Act as the primary point of contact for CGI's first level of escalations support.

• Oversee the day to day operation in the call center to ensure service excellence.

• Lead and enforce organization wide customer service initiatives and standards.

• Review and coach the team on calls and customer interactions to achieve high service levels.

• Maximize staff potential to meet and exceed performance standards through talent management tools such as per, performance plans, practical training, coaching, evaluations, and disciplinary actions.

• Measure, report, and identify strategies to address critical metrics such as call abandonment, wait times, and the effectiveness of first call resolution (the percentage of calls resolved on the first attempt).

• Evaluate procedures and processes to provide recommendations for program excellence.

• The supervisor is instrumental in Driving a culture of continuous improvements, new approaches, and personal excellence. This role inspires and motivates the team to strive for excellence and fosters open communication between teams, departments, and divisions.

• The supervisor's role in managing customer interactions is crucial to achieving high customer satisfaction. This responsibility instills a sense of responsibility and a customer centric mindset in the team.

• Adhere to established personnel policies, such as attendance, punctuality, and standards of professional behavior, for self and team.

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.

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.

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