Lead the AMA's Contact Centre Operations in a pivotal managerial role focused on team performance and member satisfaction. Engage in strategic innovation and operational excellence in a hybrid work workplace.
In this in-office position, you will oversee a high-performing team while managing Roadside Assistance, Membership, and Driver Education channels for over one million members. Your leadership style and strategic mindset will ensure that your team achieves service excellence and efficiency in a fast-paced setting. If you are passionate about coaching and driving continuous improvement, this role is for you.
Key Responsibilities:
• Lead the Consolidated Contact Centre operations effectively
• Monitor operational performance metrics for continuous improvement




• Optimize self-service and automation channels to enhance service
• Implement Lean initiatives for streamlined processes
• Manage dynamic scheduling strategies in a 24/7 environment
Requirements:
• Minimum 5 years of contact centre management experience
• Proven ability to lead and develop high-performing teams
• Strong understanding of automation and self-service initiatives
• Excellent communicator capable of navigating complex situations
• Proficiency with Microsoft Office and business systems
Elevate member experiences through strategic direction, innovative solutions, and collaborative leadership at AMA!
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📌 Contact Centre Operations Manager at AMA (Edmonton)
🏢 AMA - Alberta Motor Association
📍 Edmonton