Your main responsibilities as Senior Consultant - Principal Consultant are as follows:
Key Responsibilities
• Contribute towards SLA attainment by logging in to take calls as required during staffing and/or SLA challenges.
• Ensure that set objectives are met as defined on the agreed performance metrics
• Provide support to the Manager and Team Leads on investigating service delivery issues.
• Serve as a backup for SRC (Contact Center only) and Team Lead when needed.
• 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.
• Participate in the implementation of process changes in order to minimize potential impacts to the quality of service provided to members or managers
• Make recommendations to the Manager to improve processes, services and resolve identified issues.
• Validate and analyze reports from the Service Restoration Coordinator to identify training and coaching opportunities
• Develop and propose training plans in collaboration with the Team Leads and other Senior Associates,
• Execute approved training plans
• On an ongoing basis, provide job shadowing to Associates to provide individual training/coaching and improve skills.
• Respond to ad hoc questions as required from Associates.
• Provide training to current and new GHRMS members on process and service changes as well as on required soft skills
• Review and update, or participate in the review or update of training materials
Key objectives & deliverables
Training
• Assist in the development of internal training courses in line with ongoing needs identified with management.
• Conduct regular training sessions to ensure staff competence both in a controlled classroom-type environment and also in relation to the workplace.
• Maintain up-to-date records of training activities.
• Assist in identifying performance problem areas and recommend to the Manager various training methods and development to improve performance.
• Maintain and update as required training courses, using various training materials.
• Support Specialist on assessing effectiveness of training programs to ensure requirements are being met.
Service Delivery & 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 recommend improved procedures to the Manager.
• Process assigned cases and transactions that are complex as defined by the Service Area.
• First line of process escalation and perform 2nd pair of eyes validation as needed.
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).
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.