Supervisor, Member Rescue, Automotive

1 week ago

Calgary, Canada Alberta Motor Association Full time

YOU KNOW HOW TO PUT

THE _super_ IN SUPERVISOR.
- Posted: 12-06-2024_
- Closing: 12-20-2024_
- Location: Calgary (Hybrid Light)_

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.

WHAT MOVES YOU
- 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.

WHAT YOU’LL DO
- 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.

WHAT YOU’VE DONE
- 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.

WHAT YOU'LL GET
- Competitive salary.
- Flexible benefits.
- Outstanding employer-paid Pension Plan.
- Great AMA discounts.
- Unlimited learning opportunities.
- Paid vacation and other paid time off including a volunteer day and Me-Day.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

WORK MODEL:
Remote

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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