Senior Manager-Call Center

4 weeks ago

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

We are seeking a highly experienced Senior Manager to lead our Call Center team in Edmonton. 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
  • 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
About the 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.

About the Company

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.

What We Offer
  • Competitive compensation
  • Health and wellness program
  • 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

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