Manager – Contact Centre Operations

You LEAD with purpose and keep your team performing at its BEST.

**This role is currently in-office, with the possibility of a hybrid arrangement in the future based on business needs.**

The Opportunity

You thrive in a fast-paced, 24/7 environment where every member interaction matters. You're not just a manager—you're a coach, a strategist, a problem solver, a culture carrier, and a champion for innovation. You know how to rally a team, track what counts, and turn data into action.  Leading a high-performing contact centre that supports more than one million members across Roadside Assistance, Membership, and Driver Education is no small task—but that's exactly the kind of challenge that motivates you. If you're passionate about people, performance, and continuous improvement, we want to hear from you.

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
• Employee-exclusive discounts on travel, insurance, memberships, and more
• Free travel medical insurance for you and your immediate family
• Ongoing professional development
• Flexible work models that make sense for your lifestyle

Who You Are 

• You have a passion for leading people and delivering exceptional member experiences in a contact centre environment.
• You thrive in a fast-paced, always-on operation and are energized by the challenge of balancing service, people, and performance outcomes.
• You're a collaborative leader who builds trust, values diverse perspectives, and brings people along through change.
• You're a strategic thinker who can connect day-to-day operations with broader business goals while maintaining a strong focus on key performance metrics.
• You're comfortable leveraging data, technology, and emerging tools to improve performance, inform decisions, and enhance the member experience.
• You embrace innovation and are excited by opportunities to expand self-service, automation, and AI-enabled solutions that make service easier for members and employees.
• You understand that high-performing teams are built through coaching, development, recognition, and a culture where people feel valued and empowered.
• You know that exceptional results come from strong relationships, open communication, and collaboration with your team, peers, and business partners.

How You’ll Make an Impact

• 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.

What You Bring to the Table

• You hold a post-secondary education in business administration or a related field.
• You bring at least 5 years of contact centre management experience, with a proven ability to lead leaders and build high-performing teams.
• You have a strong understanding of contact centre operations, industry trends, technologies, and performance metrics, and know how to turn data into action.
• You have 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.
• You have successfully led projects and organizational change initiatives, building buy-in and influencing stakeholders with diverse priorities.
• You understand business process improvement and have experience developing and implementing policies, procedures, and operational best practices.
• You excel at coaching, mentoring, and performance management, and know how to create a culture where people feel supported, recognized, and motivated to succeed.
• You are a strong communicator who can navigate difficult conversations, build consensus, and present recommendations with confidence to audiences at all levels.
• You are organized, adaptable, and comfortable managing multiple priorities in a fast-paced environment.
• You are proficient with Microsoft Office and business systems; experience with contact centre platforms and workforce management tools is considered an asset.

Belonging Matters Here

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 [email protected]. We’ll work with you to feel supported throughout your journey with us.

WORK MODEL:

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