Senior Call Center Manager

4 weeks ago

Edmonton, Alberta, Canada NATIONAL BANK OF CANADA Full time
About the Role

We are seeking a seasoned Senior Call Center 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 orientations and service transformation to achieve sector objectives.

Key Responsibilities
  • Establish effective operational processes and structures to drive business results
  • Lead and coach a team of managers and agents to achieve high performance
  • Oversee succession and performance management for the team
  • Foster a positive and motivating culture centered on employee recognition
  • Implement innovative solutions to optimize resources and improve client satisfaction
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
  • Excellent stakeholder management and influential leadership skills
About Us

National Bank of Canada is a leading bank in Quebec and a major player in Canada. We offer a full range of financial services for individuals, businesses, and clients with specific needs. Our strategy is built on building long-term relationships with our clients, teams, shareholders, and community. We're a bank with a human touch that stands out for its bold approach, entrepreneurial spirit, and passion for people.

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

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