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Senior Manager Workforce Management

Your contribution

Working in a National Bank call centre means working at the heart of a banking transformation that helps clients obtain the service they want when they want it and through their choice of channel. You act as a dedicated guide for thousands of clients in order to find unique solutions for each of them. Every interaction gives you the opportunity to create an authentic client experience and make your mark through your personalized approach. You are the face of National Bank!

  • Profile: Interest in the financial industry
  • Experience: 2 years of relevant experience in financial services
  • Language: Bilingual (English and French)
  • Background: You have at least a high school diploma, a Cégep diploma (Quebec) or a Bachelor's degree, depending on the position you're applying for
  • Work environment Stimulating workspace promoting team synergy and professional development

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What does it take for a Call Centre employee to stand out on our team? Here are a few of the main characteristics: (1 Beginner – 10 Expert)

  • Communication skills 10
  • Listening skills 10
  • Customer service skills 10
  • Versatility 9
  • Team and community spirit 8
  • Autonomy 8
  • Sense of emergency 8
  • Analytical skills 7
Traits are on a scale of 0 to 10

5 key characteristics

  • Passionate about clients
  • Empathetic
  • Enthusiastic
  • Flexible
  • Collaborator

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At Customer Experience Centre, we work in a warm, friendly atmosphere where the team acts in the interests of other colleagues and have many different career opportunities. Who could ask for anything more?

– Steve, Customer Service Agent


  • Job stability

  • Competitive employee benefits

  • Numerous career opportunities

  • Culture of mutual support

  • Dynamic and stimulating environment

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Senior Manager Workforce Management

Job ID 33838655808 Date posted 08/04/2022

Primary Locations: Montreal, Quebec

Attendance: Hybrid

Employee Status: Regular

Schedule: Full-time

A  career as a Senior Manager Workforce Planning and Business Intelligence at  Client Experience Centre (CEC) is a career mobilize and coach a team of about 10 professionals who contribute to the workforce planning process, from budget creation, to real-time management through scheduling, vacation management, always with the aim of continuously improving customer accessibility. It is also accompany your employees in significant changes as part of a transformation that will take place over several years.  You will have to  strategically advise business sectors and recommend solutions to optimize contactcenters from a global organizational performance perspective.

Your role :

  • Coach and mobilize a team of about 10 professional employees
  • Ensure career development from a succession perspective for the organization, adopting a role of coach and positive leader of change
  • Act as a leader in the evolution and adoption of modern workforce planning practices and the development of expertise 
  • Ensure the delivery of the end-to-end workforce planning process 
  • Contributes to the development, deployment and monitoring of the Centre of Expertise's business plan ensuring the modernization of practices in alignment with industry best practices and the Bank's strategic directions

Your team: 

Join the team of the Center of Expertise in Workforce Planning, which has about thirty experts and aims to be a strategic business partner and an expert in contact center optimization.  You will report to the Senior Manager, Workforce Planning and Data & Analytics Contact Centers (CCs).
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 Julie-Mélissa Marin 

Required competencies: 

  • Holding a bachelor, a field related to the sector of activity 
  • Experience in team management and/or team management inworkforce development
  • Experience in workforce planning 
  • Knowledge of systems used in contact center management and workforce planning
  • Good ability to communicate and write in French

Preferred competencies:  

  • Experience in contact center management, team management, coaching and workforce planning
  • Knowledge of the banking environment and the latest advances in multichannel
  • Ability to operate in a rapidly changing  environment
  • Strong ability in the management of change
  • Communication and influence skills 
  • Good partner management 
  • Good ability to communicate and write in English

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
  • Initiatives promoting community involvement
  • 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. 

We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us.

We welcome all candidates! What can you bring to our team?

 Ready to live your ambitions?

JobField: Advisory Services, Call Centres

Unposting Date: 2022-08-19

Job Number: MAN0041U

Posting Date: 2022-08-04

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