Position Description:

Consultant – Junior Consultant, Contact Center will handle enquiries and requests sent by managers, members and non members using HR Service Center tool. These are the members that require extensive supervision as they have not demonstrated routinely work. Members who will be under this role are: PH Liaison officer, members in need of special training sourced from alternative sourcing partners (LP4Y) and the Probationary Members.

Your main responsibilities as Consultant – Junior Consultant, Contact Center are as follows:

Key Responsibilities

• Function as the First point of contact for cases raised by the members and/or managers via call or HR Service Center.

• Answer phone calls received in English and/or assigned supported language.

• Appropriately categorize, prioritize, assign and escalate cases to the correct provider group.

• Assist, where possible, in resolving HR related queries from members/managers/non members.

• Provide a positive image of CGI through his/her role.

• Deliver GHRMS services on the assigned agreed processes to CGI members around the world.

• Participate in all assigned GHRMS projects and activities ensuring successful performance with GHRMS Management.

• Ensure that set objectives are met as defined on the agreed performance metrics.

• Gather relevant detailed information regarding the queries.

• Ensure that appropriate measures are taken to preserve member data confidentiality, and integrity in accordance with security policies.

• Maintain adherence to all company policies and procedures.

• Attend, participate and pass all scheduled and requested training events and assessments required to update/broaden knowledge relevant to the role.

Key objectives & deliverables

Service Delivery

• Process assigned basic as defined/identified by the Service Area by responding to and resolving HR queries. Ensure resolution of outstanding issues of members/managers/non members and update database.

• Ensure that cases are assigned to the right provider groups.

• Perform, track and log related actions on the case.

• Perform case/contact follow up: Daily monitoring and timely action of own case.

• Attend team meetings and training classes regularly.

Quality

• Provide an exceptional member experience at every contact by focusing on support, resolution and courtesy.

• Understand and show ownership in achieving the objectives on productivity, quality and resolution.

• Make an assessment of his/her skills and knowledge, make a reflection on what he/she wishes to develop.

• Maintain and improve quality results by adhering to standards and guidelines; and recommending improved procedures.

Responsibility to CGI

• Adherence to schedule and Compliance to attendance

• Respect for self, colleagues and management

• Compliance for CGI Security Policy and as well as CGI Code of Ethics.

• Demonstration of Initiative towards self development (active participation in individual and team training sessions).

Skills:

• .NET

• Administration

• Analytical Thinking

• Call/Contact handling

• Communication

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.