Section Manager

Being a Section Director at the Customer Experience Center for the banking sector means mobilizing a team of advisors who are committed to effectively meeting the different needs of our customers while ensuring a superior and efficient customer experience. For your team of 13 employees, you will create a motivating and inspiring climate that promotes customer service and the professional development of your employees. Your experience in coaching, your passion for clients, your bold and innovative spirit as well as your great agility allow you to be a local leader.

**Your job**
- Ensure the smooth running of day-to-day operations by being a leader in the call center.
- Engage employees in achieving goals and create a customer
- and employee-centric culture.
- Ensure the development and performance management of your team members.
- Coach to develop your employees' skills and support them in their career path.
- Communicate and enforce established banking rules.
- Implement the necessary actions to ensure that your entire team delivers an exceptional customer experience.
- Promote daily contacts with stakeholders in order to support advisors in your sector and find solutions to dissatisfaction or complaints.
- Participate as an expert in mandates or projects.
- Promote good practices in customer service and dissatisfaction management within CEC.
- Ensure compliance with SLAs in the handling of dissatisfaction.
- Oversee the quality of the sector's administrative forms.

**Your team**

The position reports to the Senior Director of the Customer Experience Center and you will collaborate daily with a team composed of leaders, advisors, agents and several partners and experts.

Our team values everyone's passions and bold ideas. Whether it's helping our clients achieve their goals or your colleagues achieve what they love in life, we're united. We know that we can count on our colleagues to share knowledge and help each other.

This Call Center Section Director position is face-to-face and requires an evening presence for a full week every 8 to 10 weeks as well as a full weekend every 8 to 10 weeks or depending on operational needs.

**Required Skills**:

- Industry-related bachelor's degree and 5 years of relevant experience OR Master's degree and 3 years of relevant experience
- Coaching experience
- Good ability to communicate and write in French

**Preferred Skills**
- Experience in managing a team dedicated to customer service
- Experience in dealing with dissatisfaction
- Knowledge of the business reality of customer contact centers

**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

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

**We're putting people first**

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.

Come live your ambitions with us