Registries Contact Centre Lead & Team Coach

AMA - Alberta Motor Association; Edmonton; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive benefits

Health spending

Retirement program

Employee discounts

Professional development

Vacation days

Job summary

AMA - Alberta Motor Association in Edmonton is seeking a dedicated leader to guide the Registry Administration Team and oversee daily operations. You will mentor staff, ensure quality service to members, and collaborate with cross-functional teams to maintain high engagement and efficiency.

The role emphasizes coaching, process adherence, and continuous improvement within an in-office environment. A strong focus on staff development and member satisfaction drives the team forward.

Qualifications

• Minimum 3 years of registry experience.
• Basic Registry Certification, CORES I & II, Alberta Health & Wellness.
• Clear Police Information Check.
• Leadership/mentoring experience is a plus.

Responsibilities

• Report to the Manager, Registries Processing and Administration.
• Support day-to-day operations for the Registry Administration Team and backup for the Registries Contact Centre.
• Provide staff training and ongoing coaching for agents.
• Resolve member concerns and escalations with effective solutions.
• Monitor contact centre metrics and ensure service objectives are met.

Skills

Team leadership

Mentoring

Coaching

Communication skills

Customer service orientation

Education

Basic Registry Certification

CORES I Certification

CORES II Certification

Alberta Health & Wellness Certification

Police Information Check

Job description

AMA - Alberta Motor Association in Edmonton is seeking a dedicated leader to guide the Registry Administration Team and oversee daily operations. You will mentor staff, ensure quality service to members, and collaborate with cross-functional teams to maintain high engagement and efficiency.

The role emphasizes coaching, process adherence, and continuous improvement within an in-office environment. A strong focus on staff development and member satisfaction drives the team forward.