Manager, Contact Centre Operations

AMA - Alberta Motor Association•Edmonton, AB

2d•Onsite

About The Position

This role is for a Manager, Contact Centre Operations who leads with purpose and keeps their team performing at its best. The role is currently in-office, with the possibility of a hybrid arrangement in the future based on business needs. The ideal candidate thrives in a fast-paced, 24/7 environment where every member interaction matters. They are a coach, strategist, problem solver, culture carrier, and champion for innovation, skilled in rallying a team, tracking performance, and turning data into action. Leading a high-performing contact centre supporting over one million members across Roadside Assistance, Membership, and Driver Education is a key aspect of this role. The company, AMA, is described as a family that helps protect what matters most to its members, with operations spanning automotive, registries, travel, and insurance. AMA is built on a century of service in Alberta communities and is passionate about making a meaningful difference.

Requirements

Post-secondary education in business administration or a related field.
At least 5 years of contact centre management experience, with a proven ability to lead leaders and build high-performing teams.
Strong understanding of contact centre operations, industry trends, technologies, and performance metrics, and know how to turn data into action.
Experience leading automation and self-service initiatives, using AI-enabled technologies, digital channels, and data-driven insights to improve efficiency and elevate the member experience.
Successfully led projects and organizational change initiatives, building buy-in and influencing stakeholders with diverse priorities.
Understand business process improvement and have experience developing and implementing policies, procedures, and operational best practices.
Excel at coaching, mentoring, and performance management, and know how to create a culture where people feel supported, recognized, and motivated to succeed.
Strong communicator who can navigate difficult conversations, build consensus, and present recommendations with confidence to audiences at all levels.
Organized, adaptable, and comfortable managing multiple priorities in a fast-paced environment.
Proficient with Microsoft Office and business systems.

Nice To Haves

Experience with contact centre platforms and workforce management tools is considered an asset.

Responsibilities

Report to the Director, Operations within the Member Services business unit.
Lead and direct the Consolidated Contact Centre (CCC) for AMA's Roadside Assistance, Membership, and Driver Education lines, providing leadership and direction to Supervisors and frontline teams to deliver exceptional member experiences.
Monitor and evaluate operational performance metrics, including service level, average speed of answer, average handle time, and abandonment rates, implementing targeted strategies to achieve service and productivity goals.
Accountable for the performance and optimization of self-service and automation channels, including automated intake, containment, deflection, adoption, and customer satisfaction outcomes.
Identify and implement opportunities to expand automation and self-service utilization by improving digital capabilities, reducing friction in customer journeys, and increasing automated interaction volumes.
Lead Lean and continuous improvement initiatives across contact centre operations, identifying opportunities to streamline processes, eliminate waste, optimize resources, and improve service, productivity, and cost efficiency.
Develop and manage dynamic scheduling strategies in a 24/7/365 environment, effectively utilizing full-time, part-time, and auxiliary staff to reduce overtime and meet fluctuating member demand.
Own and oversee the resolution of member escalations, implementing solutions that reduce member effort and improve overall satisfaction and loyalty.
Build and maintain effective relationships with leaders across Automotive Services, Membership Operations, and Driver Education to ensure alignment on business priorities, processes, and service expectations.
Create and sustain a high-performing, engaged workforce through coaching, mentoring, recognition, performance management, and development initiatives that support employee growth, well-being, and retention.
Contribute to the Member Services leadership team by providing strategic and operational input, optimizing resources, and fostering collaboration across the organization.
Track, analyze, and report on budget expenditures and operational performance metrics to support informed decision-making and achievement of business objectives.