Call Center Manager (Hybrid)
NATIONAL BANK OF CANADA
Edmonton
Job Description
AttendanceHybrid
Job number
30526
Category
Manager
Status: Permanent
Type of Contract
Permanent
Schedule: Full-Time
Full Time / Part Time?
Full-Time
Posting date
27-Jan-2026
Area(s) of interest: Advisory services, Call centres
Location(s): Edmonton
A career as a Commercial Banking Advisory Manager on the Business Advisory Customer Experience Call Centre at National Bank means serving as an inspiring leader for a team dedicated to supporting commercial Banking clients. This position allows you to have a positive impact on our organization thanks to your expertise in team management, coaching experience and commitment to a superior client experience.
Your job
- Provide personalized coaching to advisors to develop their skills and support their career path.
- Support the achievement of objectives through individual or team coaching, behaviours and activities related to the client experience
- Ensure smooth day-to-day operations by acting as a leader present and engaged in the call centre.
- Take the necessary measures to ensure an exceptional client experience at every interaction
- Ensure a performance culture by complying with standards and monitoring key performance indicators (KPIs)
Your team
The Bank values continuous development and internal mobility. Our personalized training programs, based on on on-the-job learning, help you master your profession and develop new fields of expertise. Tools such as the Data Academy, Language Training, Harvard Learning Centre and coaching and mentoring support are available to you at any time.
You are part of a large team of leaders, advisors and partners in the commercial Advisory Customer experience Centre sector. You report to Senior Management and collaborate daily with passionate, engaged and innovative colleagues. Our team stands out for collaboration, knowledge sharing and mutual support.
Please note that this role is onsite, with the possibility of moving to hybrid in the future.
Prerequisites
- College diploma (DEC) and eight to ten years of experience, or an industry-related bachelor's degree and five to seven years of experience, or a master's degree and five years of experience, depending on the level of the position.
- Five to ten years of experience in team management and coaching or business development in the financial sector.
- Proven experience in managing a customer service team
- Understanding the realities of client contact centres in the financial industry
- Ability to develop and mobilize a team.
- Excellent stress and priority management
Languages:
English
Skills
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Critical Thinking Diversity & Inclusion Emotional Intelligence Problem Solving Risk Management Stress Management Client-focused Decision Making Learning Agility Mobilization Partner Development Resiliency Strategy Execution Managerial Courage
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.
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!
Une carrière en tant que ConseillerAs a Senior Legal Advisor in the Legal
How to Apply
Ready to start your career as a Call Center Manager (Hybrid) at NATIONAL BANK OF CANADA?
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Frequently Asked Questions
Who is hiring?▼
This role is with NATIONAL BANK OF CANADA in Edmonton.
Is this a remote position?▼
This appears to be an on-site role in Edmonton.
What is the hiring process?▼
After you click "Apply Now", you will be redirected to the employer's official site to submit your resume. You can typically expect to hear back within 1-2 weeks if shortlisted.
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