Senior Call Centre Manager

4 weeks ago

Canada NATIONAL BANK OF CANADA Full time
About the Role

We are seeking a seasoned Senior Call Centre Manager to lead our new Edmonton-based team as part of our Customer Experience Centre. As a key member of our leadership team, you will be responsible for establishing and driving the strategic orientation of our service transformation, ensuring we achieve sector objectives.

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
  • Oversee succession and performance management for your team, ensuring a positive and motivating culture
  • Foster a culture of employee recognition and engagement, driving high levels of customer satisfaction and business growth
  • Collaborate with cross-functional teams to develop and implement innovative solutions to optimize resources and improve client satisfaction
About Us

National Bank of Canada is a leading financial institution with a strong presence in Quebec and across Canada. We are committed to building long-term relationships with our clients, teams, shareholders, and community. Our values are centred around people, innovation, and excellence.

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
  • Strong knowledge of financial products for business clients
  • Excellent stakeholder management and influential leadership skills
  • High level of autonomy, diligence, and accountability

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