Key Responsibilities
• Function as the First point of contact for cases raised by the CGI Partners 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 CGI Partners/Managers/non-CGI Partners.
• Provide a positive image of CGI through his/her role.
• Deliver GBS services on the assigned agreed processes to CGI Partners around the world.
• Participate in all assigned GBS projects and activities ensuring successful performance with GBS 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 CGI Partner/s 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
• Processdefined/identified by the Service Area by responding to and resolving HR queries. Ensure resolution of outstanding issues of CGI Partners/Managers/non-CGI Partners 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.
• Point of Contact on HRSC Cases and Non HRSC cases for mid to complex cases
• Point of Contact on reports generation and sending
Quality
• Provide an exceptional CGI Partner/s 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).
• Annual Performance Rating of atleast Meets Expectation or above
Administrative
Adherence to all company mandated responsibilities.
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.
Come join our team—one of the largest IT and business consulting services firms in the world.