Command Centre Team Lead

Position Description:

Role Overview
The Command Centre, Workforce Management (WFM), & Reporting Team Lead is responsible for overseeing the operational control centre supporting back-office processing operations, workforce planning, and data reporting functions. This role leads a team of Workforce/Command Centre Analysts and Reporting Analysts, ensuring optimal queue management, resource allocation, SLA attainment, and data-driven decision-making. The position serves as the central coordination point between Operations, Client Services, IT, and Leadership, ensuring operational stability, transparency, and continuous improvement across the CGI/CI mutual fund back-office environment.

Responsibilities

• Team Leadership & Governance
  • Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.
  • Oversee workload distribution and manage team capacity across operational and reporting functions.
  • Establis...