• Job Description

  Req#: J0824-0285

  Position Description:

  The self-motivated person who fills this position will be joining and contributing to a dynamic and determined team that will be assisting a local Northern California public sector client to successfully transform how they provide services to their respective clients. This initiative will have a lasting positive impact on enhancing the citizen experience.
  
  The Service Desk Team Lead will manage the Help Desk Agents who provide telephone coverage and direct response to assist recipients and providers. The Team Lead will make sure that the help desk team delivers flawless customer service in managing incidents and service level agreements, and monitoring the duties of the Help Desk team members to ensure that provider inquiries are promptly attended to. Other duties may be assigned as necessary.This position is located in Sacramento, CA.

  Your future duties and responsibilities:

  • Call monitoring - listening to active calls. Provide real-time coaching to agents. Gather call trends.
  • Coaching agents - provide feedback to agents from call monitoring or call quality assurance findings.
  • Quality Assurance - review and score agent calls. Provide feedback where required. Identify agents that may require additional training and report to Tower Leads.
  • Teams - address agent questions
  • Trending - Identify call topics that are out of the ordinary that have significant call impact. Review types of questions being asked by agents to identify training opportunities.
  • Call Escalations - Verify with agent the escalation process is being followed. Make call backs to callers to resolve issues.
  • Technical Escalations - Work with Tower Lead to troubleshooting
  • Agent troubleshooting - Provide simple troubleshooting of InContact or other system issues for agents. Escalate to on-site technical support if needed.
  • Training - Administer or support the training for IHSS Service Desk Agents. Including but not limited to: leading class sessions, tracking agent progress, and supporting CGI training requirements.

  Required qualifications to be successful in this role:

  • Minimum 2 years call center experience; minimum 1 year working healthcare and/or public eligibility programs.
  • Working knowledge of Microsoft Office programs (Excel, Word, Outlook).
  • Must be able to type a minimum of 35 wpm.
  • Strong interpersonal communication skills with both internal and external customers.
  • Must have good leadership skills
  • Strong verbal and written communication skills are required.
  • Must have good judgment in handling customer problems.
  • Ability to work flexible work schedules to include any shift during operational hours (currently 8 am – 7 pm PT Monday – Friday, 8 am – 5 pm PT Saturday)
  • Must be able to work Overtime as needed.
  • Ability to multi-task navigating multiple systems using dual monitors.
  • A proven team player.
  • Bilingual skills are a plus.
  • Ability to pass background check.
  
  #LI-JP1
  #DICE
  
  “CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $44,900 - $74,100."
  At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:
  • Competitive base salaries
  • Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
  • 401(k) Plan and Profit Participation for eligible members
  • Generous holidays, vacation, and sick leave plans
  • Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;
  • Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more

  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.
  
  Come join our team—one of the largest IT and business consulting services firms in the world.
  
  Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.
  
  CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.
  
  We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.
  
  All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
  
  CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

• About the company

  CGI Inc., also known as CGI Group Inc.,

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