Job Description

YOU KNOW HOW TO PUT
THE super IN SUPERVISOR.
The Opportunity
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

Who You Are

• 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.

How You'll Make an Impact

• Report to the Manager, Contact Centre Operations.
• Foster a positive sales culture through coaching, recognition, accountability, and engagement.
• Analyze daily performance metrics (e.g., conversions, upsells, quality scores, AHT) and implement action plans to drive improvements.
• Lead, coach, and motivate a team of contact center agents to achieve sales and performance targets.
• Identify underperformance trends early and provide timely, effective coaching or escalation.
• Conduct regular performance reviews, sales coaching sessions, and feedback meetings.
• Manage schedules and approve vacation requests.

What You Bring to the Table

• 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.

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 recruitment@ama.ab.ca. We'll work with you feel supported throughout your journey with us.
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WORK MODEL: Remote
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We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Skills Required