Senior Call Center Manager
1 month ago
About the Role
We are seeking a highly experienced and strategic Senior Call Center Manager to lead our new Edmonton-based team. As a key member of our Customer Experience Centre, you will be responsible for establishing and driving the service transformation to achieve sector objectives.
Key Responsibilities
- Establish the new call centre based in Edmonton and define strategic orientations to drive service transformation
- Implement effective operational processes and structures to achieve business objectives
- Lead and coach a team of managers and agents to deliver exceptional customer experience
- Oversee succession and performance for your team, ensuring high levels of autonomy, diligence, and accountability
- Foster a positive and motivating culture centred on employee recognition and development
- Follow up regularly on activities related to customer service and business development
About the Team
Our team is passionate about delivering innovative solutions to optimize resources, improve client satisfaction, and create a stimulating work environment. We value bold ideas, collaboration, and knowledge sharing. As a key member of our team, you will be expected to contribute to our mission of having a positive impact on people's lives.
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, change management, and stakeholder management
About National Bank of Canada
We are a bank with a human touch, standing out for our bold approach, entrepreneurial spirit, and passion for people. We offer a wide range of financial services, innovative investment and wealth management solutions, and a commitment to building long-term relationships with our clients, teams, shareholders, and community.
What We Offer
- Competitive compensation and a wide range of flexible benefits to promote your wellbeing and that of your family
- Opportunities to get involved in community initiatives and make a positive impact on people's lives
- A dynamic work environment and cutting-edge collaboration tools to foster a positive employee experience
Join Our Team
We are a bank that values partnership, agility, and empowerment. We are committed to inclusivity and want to offer an accessible, barrier-free workplace to all employees. If you require accommodation, please let us know during your first conversations with us. We welcome all candidates who share our values and are passionate about delivering exceptional customer experience.
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