Join CGI's Payroll Services Centre as a Senior Contact Center Analyst, focusing on data management and workforce efficiency. Leverage your expertise in Genesys and reporting to enhance customer experiences.

In this pivotal role, you will be part of a dynamic team that supports 62,000 clients across diverse industries. With responsibility for managing staffing needs, monitoring performance, and reporting insights, your 5+ years of call center experience will be essential. You'll utilize advanced data analysis techniques and Microsoft Excel to drive improvements and ensure optimal service levels.

Key Responsibilities:
• Manage daily staffing needs using workforce management software
• Create and distribute reports with insightful analyses
• Monitor performance metrics and recommend service improvements
• Ensure IVR process alignment and customer experience enhancements
• Assist management with performance action plans

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