Supervisor, Registry Services, Contact Centre
    Closing Date: Open until a suitable candidate is found
    Job Status: Full-time
    Centre: Contact Centre, Edmonton
    Business unit: Member and Travel Services
    Reports to: Manager, Member & Travel Services
Position Info:
This position has primary responsibility at the centre level for sales, service and delivery of all Registry & Member Service related services, products and specialized information.  Critical to this position is the ability to create an environment that extends relevant and comprehensive value to members while optimizing staff abilities to meet business goals and objectives. The position requires thorough knowledge of Alberta Registries policies, procedures, products and services.
Major Accountabilities / Responsibilities:
(Include but are not limited to)
    Supervising the sales, service and delivery of all Registry and Member Service related services, products and specialized information
    Assisting the Manager in planning, evaluating and improving the efficiency of the business processes to enhance accuracy, productivity and member satisfaction
    Ensuring operational controls are adhered to and monitored in compliance with Service Alberta and Association audit requirements
    Coaching, mentoring and developing staff to ensure they are fully competent and have the confidence to provide exceptional service
    Delegating responsibility and empowering employees to take accountability for ongoing member satisfaction
    Demonstrates AMA’s Vision, Values and Expected Behaviours
Background (Education/Licenses/Work Experience):
    Previous experience in Registry operations is essential and prior supervisor experience is considered an asset
    General Registry skills certification (basic)
    Cores Level 2 certification
    AHW certification
    Experience working in a Contact Centre environment is considered an asset
Skills & Proficiency:
    Comprehensive knowledge of all applicable Alberta Registries policies, procedures, applications and systems
    Strong understanding of performance standards, training certification requirements and Alberta Registry Agents’ services, products and website (RA NET)
    Inspire confidence in our members through exceptional sales and service
Personal Characteristics:
    Enthusiastic and self motivated with strong interpersonal and organizational skills
    Able to work well under pressure with a strong work ethic to meet tight deadlines and balance competing priorities
    Communicates with openness and honesty
    Outstanding leadership, coaching and mentoring abilities
    Strong desire to motivate and develop positive team morale
    Independent problem solving and conflict resolution skills
    Excited about acquiring new skills and knowledge
Additional Comments:
Candidates will be required to work shifts between 8:30am to 6:00pm, Monday to Friday. A rotational Saturday shift will also be required working 9:00am to 5:00pm. A commitment to service excellence and the ability to excel in a busy team environment is essential

Apply for this position in Edmonton: Title: Recruiter, Contact Centre Email: RegistriesPCC.Jobs@ama.ab.ca