Your job

• Ensure the smooth running of day-to-day operations by being a leader in the call center.
• Engage employees in achieving goals and create a customer- and employee-centric culture.
• Ensure the development and performance management of your team members.
• Coach to develop your employees' skills and support them in their career path.
• Communicate and enforce established banking rules.
• Implement the necessary actions so that your entire team provides an exceptional customer experience.

The position reports to the Senior Manager of the 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 Estrie Region.

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. 

Your start is on-the-job training. It allows you to experience the customer contact center environment and get to know your teammates. The training program is based on learning in action and you will be able to familiarize yourself with your job, our products, and our technologies.

Required skills

• Bachelor's degree related to the industry and 5 years of relevant experience OR Master's degree and 3 years of relevant experience OR University certificate/PUB 1st cycle and 7 years of relevant experience
• Coaching experience
• Ability to communicate effectively in English (for dealing with English-speaking clients outside Quebec)

Privileged skills

• Experience in managing a team dedicated to customer service
• knowledge of the business reality of customer contact centres

Additional information

• You must be available to work evenings and weekends on rotation
• The position is located in Sherbrooke
• Possibility of teleworking according to operational needs

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