Team Lead, Membership & Rewards Support

Lead the TEAM that makes every member interaction COUNT. The Opportunity You’re a natural people leader who thrives in a fast-paced contact centre environment. Coaching, mentoring, and rallying a team around delivering exceptional member experiences is where you shine. You take pride in driving process improvements, supporting technology adoption, and making sure your team has everything they need to succeed every day. If that sounds like you, we’ve got the perfect opportunity. 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 are a frontline leader who genuinely cares about the people you support and the members you serve. You are an excellent communicator—approachable, collaborative, and adaptable. You build trust naturally. You are self-motivated with a strong ability to motivate others, facilitate teamwork, and optimize member satisfaction. You thrive in a contact centre environment and excel at managing competing priorities with calm and composure. You are passionate about continuous improvement and always looking for smarter, more efficient ways to work. You have strong coaching and mentoring instincts and take real pride in developing the people around you. You get that great work is fun work. You love to laugh and carry a heavy workload in stride. How You'll Make an Impact Report to the Manager, Membership Operations, and serve as the first point of escalation and daily leadership support for the Membership and Rewards Support team. Lead modernization, technology adaptation, and process improvement by identifying system opportunities, monitoring workflows, and flagging gaps or inefficiencies. Act as a resource for team members on system questions, policy inquiries, and escalated member interactions. Monitor service levels across phone, email, and webchat, maintaining scheduling and adherence to meet daily and monthly operational goals. Coach and provide real-time guidance to Membership and Rewards Support Representatives to maintain quality service standards. Support member retention and acquisition efforts by guiding team conversations that highlight the full value and benefits of AMA membership. Foster employee engagement—celebrate high performance, assist with onboarding new team members, and identify training gaps to build team capabilities. Provide direction and support in the execution of marketing campaigns, promotions, and community events. Support change management by communicating updates and helping the team navigate transitions effectively. Promote AMA membership, products, services, and community events to deepen member engagement and strengthen the AMA brand. What You Bring to the Table High school diploma or equivalent work experience. Previous experience in a customer service or contact centre environment. Previous experience in a leadership, coaching, or team lead capacity is an asset. Process improvement or Lean experience is an asset. A working knowledge of membership and rewards systems, with the ability to assist team members and answer day-to-day system inquiries. Familiarity with contact centre applications and Microsoft Office products. Excellent verbal and written communication skills. Strong coaching, mentoring, and interpersonal abilities with a proven ability to motivate and engage others. Organized with the ability to manage competing priorities in a fast-paced environment. Understanding of AMA’s value proposition and broad knowledge of AMA membership, products, services, and community events. 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 to feel supported throughout your journey with us. - WORK MODEL: Hybrid - We thank all applicants for their interest; however, only those selected for an interview will be contacted.

The Team Lead will provide daily leadership and coaching to the Membership and Rewards Support team to ensure exceptional member experiences. They are responsible for monitoring service levels, driving process improvements, and supporting the team in achieving operational goals.

Candidates must have a high school diploma or equivalent and previous experience in a customer service or contact centre environment. Strong coaching, communication, and organizational skills are required, with leadership experience considered an asset.

• Competitive salary • Flexible benefits • Employer-paid retirement savings program • Employee-exclusive discounts • Free travel medical insurance • Ongoing professional development • Paid vacation • Personal days • Volunteer Day • Me Day • Flexible work models

• Service à la clientèleSouhaitée
• Analyse de donnéesSouhaitée
• CommunicationSouhaitée
• Microsoft OfficeSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Team leadership
• Coaching
• Mentoring
• Process improvement
• Contact centre management
• Communication
• Conflict resolution
• Change management
• Data analysis
• Workflow monitoring
• Customer service
• Performance management
• Scheduling
• Microsoft Office
• Technology adoption
• Relationship building
• Composure
• Workflow Management
• Service Standards
• Self-Motivation
• Motivational Skills
• Call Center Experience
• Change Management
• Customer Service
• Continuous Improvement Process
• Food Security
• Leadership
• Marketing
• Lean Manufacturing
• Mentorship
• Operations
• Relationship Building
• Team Leadership
• Technology Adoption Lifecycle
• Value Propositions
• Process Improvement
• Teamwork

• Customer Service & Support
• Management & Leadership
• Administrative
• Membership Representative
• Retail Customer Service Manager
• Retail and Wholesale Trade Managers
• First-Line Supervisors of Office and Administrative Support Workers

Formation minimale

Études secondaires

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine