CGI – Payroll Services Centre (PSC) 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:
- Weekday schedule, for a better work-life balance
- 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
Within the Workforce Planning and Optimization team, the role of the Analyst – Workforce Management (Intraday) member is to support, using the Verint® solution, the Payroll Service Centre Operational teams to achieve their service level objectives and maximize their efficiency, while fostering the production of flexible schedules for their members.
On a typical day, you will:
- Attend daily and weekly workforce review meetings with the Operational teams, detailing the previous and current week's performance as well as the forecast for the upcoming week, while also identifying risks;
- Optimize workforce contribution by modifying the call transmission competencies to increase levels of service;
- Update issue-by-issue schedule changes;
- Monitor, in real-time, adherence alerts and agent performance reports;
- Manage requests in the team’s email inbox and respond to the Operational teams’ communications in the Microsoft Teams application;
- Suggest and accommodate offline activities to increase occupancy;
- Update overtime availability as required;
- Communicate identified risks to the Operational teams.
Required qualifications to be successful in this role
- Knowledge of the operational activities and processes of a service desk;
Solid understanding of workforce and SLA management, as well as forecasting and planning models;
- At least one (1) year of experience at a service desk in a similar position;
- Knowledge of Verint 360 or other WFM applications (IEX, Aspect, Genesys, Calabrio, etc.);
- Knowledge of the Genesys contact center solution (asset);
- Ability to develop and maintain effective relationships with the Operational teams;
- Proficiency in Microsoft Office tools (Word, Excel and PowerPoint);
- Strong analytical, communication and organization skills;
- Ability to work in a team setting while demonstrating self-sufficiency and independence;
- Excellent verbal and written communication skills in both English and French.
CGI provides a reasonable estimate of the salary range for this position. The calculation of this range depends on various factors, including skill level, geographic market, experience, education, as well as professional licenses and certifications. Compensation decisions are based on the specific circumstances of each individual case. A reasonable estimate of the salary range for this position is between $50,000 and $100,000. This position is currently vacant.
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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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