Call Center Senior Manager

Your role

• Establish the new call centre based in Edmonton
• Define strategic orientations and drive the service transformation to help achieve sector objectives
• Implement effective operational processes and structures
• Lead and coach a team of managers and agents
• Oversee succession and performance for your team
• Oversee operational quality and the achievement of targets
• Foster a positive and motivating culture centred on employee recognition
• Follow up regularly and closely on activities related to customer service and business development

Your team

This new Edmonton-based team will be an integral part of National Bank’s Customer Experience Centre and you’ll report to a Senior Manager in Montreal.

Our team aims to be the leader in contact centre performance. We offer innovative solutions to optimize resources, based on data, enabling us to improve client satisfaction while creating a motivating and stimulating work environment for our employees.

Our team values passionate people and bold ideas. We work together to make sure our clients reach their goals and our colleagues do what they love.

We know that we can count on our colleagues to share knowledge, onboard new employees and help one another.

Prerequisites

• Bachelor’s degree in a related field and seven years of relevant experience, or master’s degree in a related field and five years of relevant experience
• Extensive team management experience in a transformation context
• Knowledge of financial products for business clients
• Strong capacity for innovation and navigating ambiguous situations
• Strong change management skills
• Excellent stakeholder management and influential leadership skills
• High level of autonomy, diligence and accountability

About the National Bank of Canada

We’re Canada's 6th largest bank and the leading one in Quebec. But above all, we’re a bank with a human touch that stands out for its bold approach, entrepreneurial spirit, and passion for people.

We offer a full range of financial services for individuals, businesses, and clients with specific needs, both domestically and internationally.

We also offer a wide range of banking and insurance services as well as innovative investment and wealth management solutions.

Our strategy? Building long-term relationships with our clients, teams, shareholders, and our community. People first.

Languages : English

Skills

Business Alignment Critical Thinking Data-Driven Decision-Making Decision Making Diversity & Inclusion Emotional Intelligence Innovation Management Learning Agility Managerial Courage Mobilization Partner Development Resiliency Risk Management Strategic Vision Strategy Execution

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Opportunities to get involved in community initiatives
• Telemedicine service
• Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas.

Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're putting people first :

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives.

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We want to offer an accessible, barrier-free workplace to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us.

We welcome all candidates! What can you bring to our team?Come live your ambitions with us!