Customer Service Team Lead

2 weeks ago

Edmonton, Alberta, Canada National Bank Full time
Job Summary: As a Customer Service Team Lead at National Bank, you will play a critical role in leading a team of customer service advisors to deliver exceptional customer experiences and achieve business objectives.

About the Role:
You will be responsible for mobilizing your team to increase the quality of service and customer loyalty. This includes ensuring the evolution of your employees and developing their skills through personalized coaching, supporting them in their career path with a particular emphasis on customer satisfaction and proactivity.

Your Responsibilities:
  1. Mobilize your team to increase the quality of service and customer loyalty.
  2. Ensure the evolution of your employees and develop their skills through personalized coaching.
  3. Actively contribute to the transformation of the sector by influencing project flow, policies, and procedures to increase efficiency.
  4. Identify opportunities for process improvement using feedback from your team and partners.
  5. Develop the business plan, taking into account information on potential sector opportunities, competitive constraints, and operational issues.
  6. Communicate the expected contribution, in line with the sector's business plan, to your team and identify the expected behaviors and activities to achieve the objectives.
  7. Establish and maintain a relationship of complicity with various stakeholders to contribute to the achievement of common objectives.
  8. Ensure that employees on your team work collaboratively to promote knowledge sharing and the achievement of objectives.

Your Team: You are part of the Business Customer Service team, which consists of approximately 100 advisors and reports to the Senior Manager, Business Customer Service. This team plays a remote advisory role with our corporate customers for all of our solutions. You act as a leader in your field of expertise and support the team in a dynamic way to achieve the sector's business objectives, all in a call center context.

Required Skills and Qualifications: Industry-related bachelor's degree and 6 years of relevant experience OR industry-related master's degree and 4 years of relevant experience Experience in personnel management Experience in coaching and talent development Excellent ability to manage change and mobilize your team Strong emotional intelligence and resilience Good operational risk management and ability to find innovative solutions Call center experience, desirable Knowledge of the products offered to companies, a strong asset

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

About Us: 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 offer a barrier-free workplace that is accessible to all employees.

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