Supervisor, Registries Contact Centre and Processing

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

Benefits offered by this job

Health & wellness spending accounts

Retirement savings plan

Employee discounts

Travel medical insurance

Professional development

Vacation & personal days

Job summary

AMA - Alberta Motor Association in Edmonton is seeking an experienced team leader to guide the Registry Administration Team and foster a positive, engaging work environment. You’ll mentor staff, support daily operations, and uphold AMA values across all interactions.

Reporting to the Manager, Registries Processing and Administration, you’ll lead training, resolve member concerns, and monitor metrics to ensure service excellence within a collaborative, people-first culture.

Qualifications

• Minimum of 3 years of registry experience.
• Certifications in Basic Registry, CORES I & II, Alberta Health & Wellness, and Police Check.
• Bonus points for prior leadership, coaching and mentoring.

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.
• Live AMA culture by maintaining high engagement and retention within the team.
• Provide staff training and ongoing coaching, identifying areas for development.
• Communicate changes to products, policies or processes to staff and centres.
• Assist to resolve member concerns and escalations with solutions.
• Analyze contact centre metrics to ensure service objectives are met.
• Meet production levels and staffing to meet service delivery metrics.

Skills

Team leadership

Coaching & mentoring

Communication skills

Conflict resolution

Open door policy

Education

Basic Registry Certification

CORES I & II Certification

Alberta Health & Wellness Certification

Clear Police Information Check

Job description

MOTIVATING others IS WHAT motivates YOU.

The Opportunity

There’s always that one person in a group who knows how to keep everyone moving and motivated. You’re confident, calm in the midst of chaos and able to keep the team on track without being a big bossy pants. You bring your heart, and ethics, to work and treat your team in a fair, even-handed manner that reflects our value and culture. Whether educating a team or providing advice to a member, you're a natural coach and mentor with a flair for bringing out the best in others. Is this 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 and flexible benefits, with five packages to choose from and up to $3,000 in health and wellness spending accounts.
• Employer-paid retirement savings program, including 5% AMA contribution and 5% matching.
• Employee-exclusive discounts on travel, insurance, memberships, driver education, registry services, and more.
• Free travel medical insurance for you and your immediate family.
• Ongoing professional development, with unlimited learning opportunities, and dedicated time for personal growth.
• Paid vacation and personal days, including three weeks of vacation to start, a Me Day, a Volunteer Day, and the option to purchase additional vacation time.

Who You Are

• You’re a spirited and experienced team leader who knows how to keep your team motivated – and how keep them on track.
• You embrace the idea of being a mentor and enjoy sharing your knowledge and experience to help others grow.
• You understand the importance of being approachable and keeping an open door to your team.
• You excel under pressure – in fact, you pride yourself on staying cool and calm even amid chaos.
• You recognize that everyone has a different approach to learning, and you’re able to communicate in way that everybody understands.
• You’re the very definition of positivity. You’re always upbeat and strive to create a fun, healthy work environment.

How You’ll Make an Impact

• Report to the Manager, Registries Processing and Administration
• Support day to day operations for the Registry Administration Team and backup support for the Registries Contact Centre.
• Live our culture of treating others just like family and friends while maintaining high engagement and retention levels within your team.
• Support the day to day operations for the Registry department.
• Provide initial staff training and cross training, including ongoing coaching and mentoring of agents, while identifying areas for development.
• Communicate information including changes or enhancements to products, policies or processes in a timely manner to the staff and centres as needed.
• Assist to resolve member concerns and escalations finding solutions for our members.
• Analyze contact centre metrics including call service standards and quality of service to ensure staff are achieving business objectives.
• Meet or exceed targeted production levels and deadlines.
• Ensure proper staffing levels to meet/exceed metrics for service completion/delivery are met.
• Ensure adherence to Service Alberta’s policies and procedures.
• This position continually assesses and monitors key performance indicators to identify and recommend opportunities for improvement and innovation, developing action plans to implement changes
• Support Association and business units marketing campaigns by communicating the initiatives, explain the “why” behind the campaign, and ensure staff engagement.
• Provide career development planning and opportunities to enable growth and succession planning.
• Ensure the culture of TYLF is maintained to enhance employee engagement, recruitment, and

What You Bring to the Table

• You have a minimum of 3 years of previous Registry Experience.
• You have certifications/licenses in the following:
• Basic Registry Certification
• CORES I & II Certification
• Alberta Health & Wellness Certification
• Clear Police Information Check
• Bonus points if you have previous leadership experience, including coaching and mentoring.

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 [e-mail]. We’ll work with you feel supported throughout your journey with us.