Lead AMA's contact centre operations with expertise in data-driven decision-making and team performance. This in-office role offers dynamic challenges in a 24/7 environment, focusing on innovation and member satisfaction. As a Contact Centre Operations Manager at AMA, you'll ensure exceptional member experiences while directing a high-performing team.

Utilize your coaching, strategy development, and problem-solving skills to champion continuous improvement initiatives that aim to enhance service delivery. This role emphasizes balancing service and performance outcomes across various member services. Key Responsibilities:

- Lead the Consolidated Contact Centre operations
- Monitor service level and operational performance metrics




- Optimize self-service and automation channels
- Implement Lean initiatives for process improvement
- Build relationships with cross-functional teams

Requirements:

- Proven experience in contact centre management
- Solid leadership and strategic thinking abilities
- Proficiency in performance metrics and data analysis
- Excellent coaching and team development skills
- Ability to work in a fast-paced, 24/7 environment

Empower your team and elevate member service through innovation and operational excellence at AMA.

📌 Contact Centre Operations Manager at AMA (Edmonton)
🏢 PVH (Tommy Hilfiger/Calvin Klein)
📍 Edmonton