Senior Manager Call Centre Lead

1 month ago

Edmonton, Alberta, Canada National Bank Full time
About the Role

We are seeking a highly experienced Senior Manager to lead our Edmonton call centre team. As a key member of our Customer Experience Centre, you will be responsible for driving business growth, improving customer satisfaction, and fostering a positive work environment.

Key Responsibilities
  • Establish and implement effective operational processes and structures to drive business results
  • Lead and coach a team of managers and agents to achieve exceptional customer service and business outcomes
  • Develop and execute strategic plans to drive business growth and improve customer satisfaction
  • Collaborate with cross-functional teams to identify and implement process improvements
  • Monitor and report on key performance indicators to ensure business objectives are met
Requirements
  • 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
What We Offer

We offer a competitive compensation package, flexible benefits, and a dynamic work environment that fosters collaboration and innovation. Our team is passionate about delivering exceptional customer experiences and making a positive impact on people's lives.

About Us

We are Canada's 6th largest bank and the leading one in Quebec. We are 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.

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