Senior Manager call centre

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Description

A career as Senior Manager of Customer Service at the Customer Contact Centre in Sherbrooke means ensuring sound management of your team of more than 150 employees by creating a mobilizing and inspiring climate that fosters a culture focused on customer service and professional development. Ourrole is to continue to build a team of managers and employees who are committed to effectively meeting the different needs of our customers while ensuring a superior customer experience.

Your role

• Mobilize a team of approximately 12 managers and more than 150 employees
• Ensure the succession and performance of your team members
• Implement the necessary actions so that the entire team of the center provides an exceptional customer experience.
• Ensure operational quality and achievement of targets
• Establish a performance culture focused on employee recognition.
• Carry out regular and rigorous monitoring of activities related to customer service and business development.
  

The position reports to the Senior Director, Banking, customer experience center and you collaborate daily with a team of leaders, agents and several partners and experts.

We know how to stand out for our differences and use them as a strength. The best proof, since November 2021, we have been the recipient of the Cultural Diversity Award from the Actions interculturelles organization in the Eastern Townships.

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 are united. We know we can count on our colleagues to share knowledge and help each other.

Would you like to know more about the position and/or the projects? Do not hesitate to contact the manager Gabriel Dubeau

Qualifications

Required skills

• Hold a bachelor’sdegree or master’s degree related to the sector of activity
• Significant experience in customer service management
• Knowledge of financial products for retail clients
• Ability to communicate effectively in French and English
  

Privileged Skills

• Knowledge of the business reality of customer contact centers
• Team spirit, mobilizer and unifier
  

Your Advantages

Benefits

In addition to a competitive remuneration, we offer several flexible and advantageous benefits for you and your loved ones

As soon as you are hired, we offer you several advantages so that you can flourish.

• Health and wellness program with many benefits
• Assurance collective flexible
• Defined Benefit Pension Plan
• Share acquisition plan
• Employee and Family Assistance Program
• Preferential banking
• Community Involvement Program
• Telemedicine
• Virtual Sleep Enhancement Clinic
  

Possibility of teleworking and a hybrid work model

These benefits are just a few of the many benefits available to you. In the context of the pandemic we are experiencing, several additional measures are put in place to promote your health, safety and well-being.

Our dynamic work environments and modern collaboration tools promote an enjoyable employee experience. We give a lot of importance to the ideas of employees. Whether through our surveys, or through our programs, continuous dialogue and feedback are encouraged.

The human first

We are a human-sized bank that stands out for its audacity, entrepreneurial culture and passion for people. We exist to have a positive impact in people’s lives.

Our core values of complicity, agility and power to act are our sources of inspiration. Inclusion is at the heart of our commitments. We offer a barrier-free and accessible work environment for all employees.

We aim to provide accessibility measures during the recruitment process. If you need accommodation, do not hesitate to let us know during your first exchanges with us.

We welcome candidates from all walks of life and would like to know what you can add to our team.

Ready to undertake your ambitions?