Team Lead, Membership & Rewards Support

AMA - Alberta Motor Association•Edmonton, AB

20h•Hybrid

About The Position

Lead the TEAM that makes every member interaction COUNT. You’re a natural people leader who thrives in a fast-paced contact centre environment. Coaching, mentoring, and rallying a team around delivering exceptional member experiences is where you shine. You take pride in driving process improvements, supporting technology adoption, and making sure your team has everything they need to succeed every day. AMA is more than a workplace; it’s a family. Together, we help protect the things that matter most to our more than one-million members—everything from roadside safety to retail savings, food security to childhood well-being. And with operations that span automotive, registries, travel, insurance and more, the opportunities to grow with us are almost limitless! Building on a century of proud service in Alberta communities, we’re passionate about making a meaningful difference in the places where we live and work. And that all begins with our people.

Requirements

High school diploma or equivalent work experience.
Previous experience in a customer service or contact centre environment.
A working knowledge of membership and rewards systems, with the ability to assist team members and answer day-to-day system inquiries.
Familiarity with contact centre applications and Microsoft Office products.
Excellent verbal and written communication skills.
Strong coaching, mentoring, and interpersonal abilities with a proven ability to motivate and engage others.
Organized with the ability to manage competing priorities in a fast-paced environment.
Understanding of AMA’s value proposition and broad knowledge of AMA membership, products, services, and community events.

Nice To Haves

Previous experience in a leadership, coaching, or team lead capacity is an asset.
Process improvement or Lean experience is an asset.

Responsibilities

Report to the Manager, Membership Operations, and serve as the first point of escalation and daily leadership support for the Membership and Rewards Support team.
Lead modernization, technology adaptation, and process improvement by identifying system opportunities, monitoring workflows, and flagging gaps or inefficiencies.
Act as a resource for team members on system questions, policy inquiries, and escalated member interactions.
Monitor service levels across phone, email, and webchat, maintaining scheduling and adherence to meet daily and monthly operational goals.
Coach and provide real-time guidance to Membership and Rewards Support Representatives to maintain quality service standards.
Support member retention and acquisition efforts by guiding team conversations that highlight the full value and benefits of AMA membership.
Foster employee engagement—celebrate high performance, assist with onboarding new team members, and identify training gaps to build team capabilities.
Provide direction and support in the execution of marketing campaigns, promotions, and community events.
Support change management by communicating updates and helping the team navigate transitions effectively.
Promote AMA membership, products, services, and community events to deepen member engagement and strengthen the AMA brand.