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