Supervisor, Member Rescue, Automotive
- Edmonton, AB
- Permanent
- Full-time
When it comes to leading a team, you’re definitely the whole package – a team player, a supportive coach and always an enthusiastic cheerleader. You’re a natural leader who knows how to think on your feet, motivate your team, identify opportunities for improvement and execute on a plan to help lead people in a stressful situation. You’re more than willing to roll up your own sleeves to help whenever necessary. For you, being a Supervisor is all about making a positive difference for the business, members and the lives of your team members.We’re looking for a Supervisor, Member Rescue, Automotive who’s ready for their next big challenge – could it be you? This position takes the lead on coaching and developing frontline Inbound Member Service Representatives and Operations Coordinators within a contact centre setting, so that AMA delivers the best roadside assistance experience to its members.A Place to Belong
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. As part of the AMA team, you’ll enjoy:
- Competitive salary and flexible benefits
- Employer-paid retirement savings program
- Employee-exclusive discounts on travel, insurance, memberships, and more
- Free travel medical insurance for you and your immediate family
- Ongoing professional development
- Paid vacation and personal days, including a Volunteer Day and Me Day
- Flexible work models that make sense for your lifestyle
- You excel under pressure – in fact, you pride yourself on staying cool and calm even in the midst of chaos.
- You’re the very definition of positivity. You’re always upbeat and strive to create a fun, healthy work environment.
- One of the favorite parts of your job is being able to share your knowledge and experience to help others grow and excel in their careers.
- You understand the importance of being approachable, keeping an open door to your staff, and executing on promises made.
- You recognize that everyone has a different approach to learning, and you’re able to flex your communication style and approach to help everybody understands.
- Report to the Manager, Contact Centre Operations.
- Support, mentor and develop your team to make the very best decisions.
- Evaluate and coach your agents, providing effective feedback on performance, empowering them to be confident handling member calls and escalations.
- Manage schedules and approve vacation requests.
- Foster relationships within the team maintaining high engagement and retention levels.
- Ensure agents are meeting KPI’s as set out by Senior Leadership.
- Support member calls during peak periods and high call volume.
- Make certain our members are dealt with quickly and their experience makes them feel like they’re part of the family.
- You will be required to work a variety of shifts and hours, including evenings, weekends and statutory holidays in a call center environment.
- You already have supervisory experience under your belt and are ready for your next big challenge.
- Bonus if you have prior experience in a call center, fast paced or member centric work environment.
- Coach, mentor and develop staff to promote a performance driven culture that rewards and recognizes staff accomplishments.
- Provide effective performance feedback through employee recognition, and regular performance reviews.
- You have strong verbal and written communications skills.
- You’ve got a post-secondary education in business management or related discipline, and/or equivalent industry experience.
AMA is committed to providing an inclusive, respectful, and accessible environment. If you require an accommodation at any time during our recruitment process, please contact recruitment@ama.ab.ca. We’ll work with you feel supported throughout your journey with us.-WORK MODEL: Remote-We thank all applicants for their interest; however, only those selected for an interview will be contacted.