Customer Services Manager

Lead customer service excellence with APEGA as a Customer Services Manager in Edmonton. Drive operational improvements and team development for exceptional registrant experiences.

Reporting to the Director of Experience & Engagement, this full-time role champions high-quality service across all channels. You'll establish service standards, analyze performance, and foster a collaborative culture. Your leadership will ensure teams are well-equipped and motivated to serve registrants effectively.

Key Responsibilities:

• Monitor service performance and key metrics regularly

• Analyze data for risks and opportunities for improvement

• Drive continuous improvement initiatives for service delivery

• Oversee workforce planning and service coverage

• Collaborate with various business areas for alignment

Requirements:

• 7-10 years in customer service leadership roles

• Experience in regulatory or public-sector environments

• Strong supervisory and coaching abilities

• Proficiency in CRM software and Microsoft Office

• Excellent communication and organizational skills

Elevate customer service standards while leading a team that prioritizes registrant satisfaction and operational efficiency at APEGA.
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