Call Center Manager
Description
This role involves leading a team to enhance service delivery efficiency and productivity. Key responsibilities include engaging and developing employees through personalized coaching, contributing to sector transformation, identifying process improvements, developing business plans, communicating objectives, fostering stakeholder partnerships, and promoting teamwork. The manager will be part of the commercial Banking Advisory team, providing remote advisory services within a call center setting.
What We're Looking For
Mobilize your team to increase service quality and client loyalty.,Grow your employees and develop their skills through personalized coaching and support them in their career path.,Actively contribute to the transformation of the sector by influencing the progress of projects, policies and procedures.,Identify opportunities to improve processes using feedback from your team and partners.,Develop the business plan, taking into account information on potential opportunities for the sector, competitive constraints and operational issues.,Communicate the expected contribution, in line with the sector's business plan, to your team and identify the behaviours and activities expected to achieve objectives.,Establish and maintain a partnership relationship with various stakeholders in order to contribute to achieving shared objectives.,Make sure that your team's employees work together to promote knowledge sharing and achieve objectives.
Ideal Candidate
Bachelor's degree in a related field and 6 years of relevant experience OR Master's degree in a related field and 4 years of relevant experience.,Experience in personnel management.,Coaching and talent development experience.,Excellent ability to manage change and mobilise your team.,Strong emotional intelligence and resilience.,Sound operational risk management and ability to find innovative solutions.,Call centre experience (an asset).,Knowledge of products offered to businesses (a strong asset).
Minimum Education
Bachelor's Degree or Master's Degree
Hard Skills
Soft Skills
Work Hours
Monday to Friday from 7 a.m. to 8 p.m., available to work on rotation.
Benefits
Special Commitments
Must be available to work on rotation (due to call center operating hours).
About the Company
National Bank of Canada
National Bank of Canada is one of the six systemically important banks in Canada, providing a comprehensive range of financial services to individuals, businesses, and institutional clients. Headquartered in Montreal, it is the leading financial institution in Quebec and holds strong positions across the country and internationally. The bank is committed to a people-first approach, fostering an entrepreneurial culture and sustainable growth for its communities.
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