Customer Services Manager

APEGA•Edmonton, AB

2d•Onsite

About The Position

APEGA is seeking energetic individuals to join their dynamic, fast-paced, and challenging environment. APEGA has been regulating the practices of engineering and geoscience since 1920 to serve the public interest in Alberta. They are looking for individuals committed to serving the community with integrity, accountability, and innovation, capable of delivering exceptional service. If you reflect these values, possess the necessary knowledge, skills, and abilities, and are passionate about acting in the best interest of public safety, APEGA invites you to be part of their diverse and inclusive team.

Requirements

Post-secondary degree in business or a related field is required.
7-10 years of relevant experience in progressively more responsible supervisory roles in a customer service setting providing first-line inquiry support or services in a professional setting leading small to mid-size teams.
Demonstrated experience leading teams in complex, regulatory, or service-intensive environments.
Supervisory experience is required.
Experience working with Microsoft Office, Customer Relationship Management software, and/or various databases or systems is required.
Strong communications skills are required.

Nice To Haves

Experience in a regulatory, professional association, or public-sector environment considered an asset.
Budgetary experience is considered a strong asset.

Responsibilities

Monitor and evaluate service performance, including KPIs such as contact volume, response times, resolution rates and escalation trends.
Analyze service data to identify risks, gaps, and opportunities for improvement.
Use insights to inform resourcing, service design, and operational improvements.
Provide regular reporting and insights to senior leadership on service performance and emerging issues.
Drive continuous improvement initiatives to enhance service delivery, consistency, and registrant experience.
Lead, coach, and develop the Customer Services team, including Customer Service Representatives and the Service Operations Coordinator.
Oversee workforce planning, scheduling, and capacity management to ensure service coverage across all channels.
Support recruitment, onboarding, and ongoing development of team members.
Foster an inclusive, collaborative, psychologically safe, and service-focused team culture of service excellence, accountability, and continuous learning.
Ensure the team is supported through effective onboarding, training, access to knowledge resources, with delivery and ongoing maintenance coordinated through the Service Operations Coordinator.
Manage employee performance, engagement, and development, aligning individual goals with service outcomes and organizational priorities.
Collaborate with internal business areas (e.g., Registration, Admissions, Finance, IT, Communications, Conduct, Privacy, Continuing Education) to ensure alignment between policy, service delivery, and customer experience.
Define and maintain clear Tier 1 and Tier 2 responsibilities across the organization.
Establish service-level agreements and escalation pathways with Tier 2 teams.
Support implementation of new programs, services, or policy changes impacting the Service Centre.
Collaborating with IT, manage the phone system auto-attendant & hunt groups (submit service requests; test vendor solutions; manage recording of auto-attendant/hunt group greetings and voicemail). Collaborate with Communications to manage on-hold messaging.
Provide support to the Director, Experience & Engagement in managing registrant benefit vendor relationships and liaising with Engineers Canada and APEGA vendors on resolving registrant issues related to benefit programs.
Liaise with the Regulatory teams to annually (or more frequently as required) review knowledge base content for accuracy.
Provide overall accountability for the operations, performance, governance, and effectiveness of registrant benefit and affinity programs.
Oversee program performance by reviewing usage metrics, registrant feedback and partner/vendor performance.
Ensure appropriate governance of vendor relationships, contracts, and obligations.
Ensure effective operational logistics to support the management of the program (e.g. processing billing for the APEGA Mobility program).
Support escalation and resolution of complex or high-impact issues involving benefit providers or partners, including Engineers Canada.
Ensure alignment between benefit programs and overall service delivery and registrant experience.
Delegate day-to-day coordination and administration of benefit programs to the Service Operations Coordinator.