Supervisor, Member Services Representative

1 month ago

Edmonton, Canada Alberta Motor Association Full time

AMA:
**YOU KNOW HOW TO PUT**

**THE **_super_** IN SUPERVISOR.**
- Posted: 2023-11-28_
- Closing: Until Filled_
- Location: Remote or Edmonton South Administration_

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 Member Services Representative Supervisor 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.
- Please note this position requires the ability to _work a variety of shifts and hours, including evenings, weekends and statutory holidays in a call center environment._

**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**
- Support, mentor and develop your team (Please note our Member Service team is working remotely from home) 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.

**WHAT YOU’VE DONE**
- You already have supervisory experience under your belt and are ready for your next big challenge.
- You have five years of experience in a fast paced or member centric call center environment.
- You have coached, mentored and developed staff to promote a performance driven culture that rewards and recognizes staff accomplishments.
- You have strong verbal and written communications skills.
- A post-secondary education in business management or related discipline is an asset.

**WHAT YOU'LL GET**
- Competitive salary.
- Flexible benefits.
- Outstanding employer-paid Retirement Savings Program.
- 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.

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