Senior Manager Call Center

Attendance

On-Site

Job number

22836

Category

Manager

Status: Permanent

Type of Contract

Permanent

Schedule: Full-Time

Full Time / Part Time?

Full-Time

Posting date

04-Oct-2024

Location: Edmonton, Alberta

City

Edmonton

Province/State

Alberta

Area of Interest: Advisory services, Call centres

As Senior Manager of the Edmonton call centre at the National Bank of Canada, you’ll manage your team by creating an engaging and inspiring environment that fosters a culture of customer service and professional development. Your role is to put together a team of managers and employees who will strive to efficiently meet the various needs of our commercial clients while offering them a superior client experience.

Your role

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

Your 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.

Our team aims to be the leader in contact centre performance. We offer innovative solutions to optimize resources, based on data, enabling us to improve client satisfaction while creating a motivating and stimulating work environment for our employees.

Our team values passionate people and bold ideas. We work together to make sure our clients reach their goals and our colleagues do what they love. We know that we can count on our colleagues to share knowledge, onboard new employees and help one another.

Prerequisites

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
Strong change management skills
Excellent stakeholder management and influential leadership skills
High level of autonomy, diligence and accountability

About the National Bank of Canada

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. We also offer a wide range of banking and insurance services as well as innovative investment and wealth management solutions.

Our strategy? Building long-term relationships with our clients, teams, shareholders, and our community. People first.

Languages:

English

Skills

Business Alignment Critical Thinking Data-Driven Decision-Making Decision Making Diversity & Inclusion Emotional Intelligence Innovation Management Learning Agility Managerial Courage Mobilization Partner Development Resiliency Risk Management Strategic Vision Strategy Execution

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 want to offer an accessible, barrier-free workplace to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?

Come live your ambitions with us!

Apply

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders.

For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates! What can you bring to our team?