Customer Service Operations Lead

Rise People, Inc.; Edmonton; On-site; CAD 60,000 - 75,000; Full time

Job summary

St. John Ambulance Alberta is seeking an Office Administrator to supervise the customer service team under the Manager Client Relations. You will coach staff, drive service levels, and model the organization's commitment to exceptional customer service.

In this role you will analyze operations, approve vacations, coordinate scheduling, collaborate with Human Resources on hiring and performance, and ensure compliance with policies and Alberta safety standards.

Qualifications

• Postsecondary degree or diploma completed.
• Minimum three years of management experience.
• Minimum five years of customer service experience.
• Ability to adapt to new technology.
• Strong leadership and people management skills.
• Experience in coaching and employee development.
• Familiarity with HR policies and employment law basics.
• Proven ability to build and maintain relationships.

Responsibilities

• Address customer complaints escalated in a timely and professional manner.
• Model and champion the organization's dedication to providing excellent customer service.
• Analyze departmental operations and identify areas of improvement.
• Approve vacation requests and monitor vacation schedules to ensure appropriate coverage.
• Build and maintain an effective team of customer service representatives.
• Foster a positive and respectful work environment.
• Coordinate daily operations by scheduling work assignments, setting priorities, and delegating tasks.
• Promote open communication and a respectful resolution of workplace issues.
• Identify employee training needs and coordinate training as required.
• Work with Human Resources to ensure the effectiveness of employees through strategic hiring, onboarding, discipline, and dismissal in accordance with applicable legislation and organizational policy.
• Ensure that all employees understand and comply with organizational policies, procedures, and ethical standards.
• Monitor and support the consistent delivery of excellent customer service through effective leadership and coaching.
• Ensure that all safe work practices are being followed and employees are adhering to all health and safety regulations in accordance with Alberta Occupational Health and Safety.
• Ensures a respectful, inclusive, and harassment-free workplace.
• Evaluate employee performance and goal progression regularly with feedback, discussions, coaching, and formal evaluations.
• Respond to employee complaints and incidents, including conflict resolution, accidents, health and safety concerns, work refusals, and investigations.
• Participate in hazard identification, assessment, control processes, and ensure employees are informed of workplace hazards and safety procedures.
• Provide employee training, ensuring that all applicable compliance requirements are met.
• Representing the customer service department at departmental meetings.
• Coordinate general office and facility-related administrative duties.
• Other duties as required in the scope of the position.

Skills

Adapt to new technology

Delegate and monitor performance

Identify operational issues

Lead change

Admin task management

Policy interpretation

Team leadership

Time management

Diplomacy and people management

Conflict resolution

Education

Postsecondary degree or diploma

Job description

St. John Ambulance Alberta is seeking an Office Administrator to supervise the customer service team under the Manager Client Relations. You will coach staff, drive service levels, and model the organization's commitment to exceptional customer service.

In this role you will analyze operations, approve vacations, coordinate scheduling, collaborate with Human Resources on hiring and performance, and ensure compliance with policies and Alberta safety standards.