Verified Job
Customer Support / TeleCaller
Customer Services Manager
Customer Support / TeleCaller
#33074
Remote / WFH
The Association of Professional Engineers and Geoscientists of Alberta
Job Description
Want to be part of a team that makes a difference? Come be part of the change.
Since 1920, APEGA has been regulating the practices of engineering and geoscience to serve the public interest in Alberta.
We are looking for energetic people who thrive in a dynamic, fast-paced, and challenging environment. You are committed to serving the community with integrity, accountability, and innovation, and capable of delivering exceptional service. If you reflect these values, have the knowledge, skills, and abilities to make a difference through your work, and are passionate about acting in the best interest of public safety – then come be a part of our diverse and inclusive team!
Job Title: Customer Services Manager Job Family: Manager
Department: Experience & Engagement Reports To: Director, Experience & Engagement
Division: Professional Sustainability Location: Edmonton
Competition: 26-19 Employment Indicator: Full time, Permanent
Position Summary
Reporting to the Director, Experience & Engagement, the Customer Services Manager provides operational and people leadership for APEGA’s centralized Service Centre. This role is accountable for delivering unified, consistent, high-quality Tier 1 service across all registrant-facing channels (phone, email, in person, and future digital channels), aligned with APEGA’s experience expectations and regulatory obligations.
The Manager establishes clear service standards, Tier 1 scope, escalation frameworks, and response targets, and drives continuous improvement through performance monitoring, trend analysis, and cross-functional collaboration.
As a people leader, this role champions a service-oriented culture grounded in professionalism, respect, consistency, trust, and empathy, while supporting staff through effective coaching, training, and change leadership.
Responsibilities
Monitor and evaluate service performance, including KPIs such as contact volume, response times, resolution rates and escalation trends.
Analyze service data to identify risks, gaps, and opportunities for improvement.
Use insights to inform resourcing, service design, and operational improvements.
Provide regular reporting and insights to senior leadership on service performance and emerging issues.
Drive continuous improvement initiatives to enhance service delivery, consistency, and registrant experience.
Lead, coach, and develop the Customer Services team, including Customer Service Representatives and the Service Operations Coordinator.
Oversee workforce planning, scheduling, and capacity management to ensure service coverage across all channels.
Support recruitment, onboarding, and ongoing development of team members.
Foster an inclusive, collaborative, psychologically safe, and service-focused team culture of service excellence, accountability, and continuous learning.
Ensure the team is supported through effective onboarding, training, access to knowledge resources, with delivery and ongoing maintenance coordinated through the Service Operations Coordinator.
Manage employee performance, engagement, and development, aligning individual goals with service outcomes and organizational priorities.
Collaborate with internal business areas (e.g., Registration, Admissions, Finance, IT, Communications, Conduct, Privacy, Continuing Education) to ensure alignment between policy, service delivery, and customer experience.
Define and maintain clear Tier 1 and Tier 2 responsibilities across the organization.
Establish service-level agreements and escalation pathways with Tier 2 teams.
Support implementation of new programs, services, or policy changes impacting the Service Centre.
Collaborating with IT, manage the phone system auto-attendant & hunt groups (submit service requests; test vendor solutions; manage recording of auto-attendant/hunt group greetings and voicemail). Collaborate with Communications to manage on-hold messaging.
Provide support to the Director, Experience & Engagement in managing registrant benefit vendor relationships and liaising with Engineers Canada and APEGA vendors on resolving registrant issues related to benefit programs.
Liaise with the Regulatory teams to annually (or more frequently as required) review knowledge base content for accuracy.
Provide overall accountability for the operations, performance, governance, and effectiveness of registrant benefit and affinity programs.
Oversee program performance by reviewing usage metrics, registrant feedback and partner/vendor performance
Ensure appropriate governance of vendor relationships, contracts, and obligations.
Ensure effective operational logistics to support the management of the program (e.g. processing billing for the APEGA Mobility program)
Support escalation and resolution of complex or high-impact issues involving benefit providers or partners, including Engineers Canada.
Ensure alignment between benefit programs and overall service delivery and registrant experience.
Delegate day-to-day coordination and administration of benefit programs to the Service Operations Coordinator.
Competencies, Skills & Attributes
Competencies
Core:
Exemplifying Integrity
Fostering Communication
Results Orientation
Service Excellence
Teamwork
Core Leadership:
Decision Making
Ensuring Accountability
Inspiring Others
Leading Change
Functional:
Partnering
Since 1920, APEGA has been regulating the practices of engineering and geoscience to serve the public interest in Alberta.
We are looking for energetic people who thrive in a dynamic, fast-paced, and challenging environment. You are committed to serving the community with integrity, accountability, and innovation, and capable of delivering exceptional service. If you reflect these values, have the knowledge, skills, and abilities to make a difference through your work, and are passionate about acting in the best interest of public safety – then come be a part of our diverse and inclusive team!
Job Title: Customer Services Manager Job Family: Manager
Department: Experience & Engagement Reports To: Director, Experience & Engagement
Division: Professional Sustainability Location: Edmonton
Competition: 26-19 Employment Indicator: Full time, Permanent
Position Summary
Reporting to the Director, Experience & Engagement, the Customer Services Manager provides operational and people leadership for APEGA’s centralized Service Centre. This role is accountable for delivering unified, consistent, high-quality Tier 1 service across all registrant-facing channels (phone, email, in person, and future digital channels), aligned with APEGA’s experience expectations and regulatory obligations.
The Manager establishes clear service standards, Tier 1 scope, escalation frameworks, and response targets, and drives continuous improvement through performance monitoring, trend analysis, and cross-functional collaboration.
As a people leader, this role champions a service-oriented culture grounded in professionalism, respect, consistency, trust, and empathy, while supporting staff through effective coaching, training, and change leadership.
Responsibilities
Monitor and evaluate service performance, including KPIs such as contact volume, response times, resolution rates and escalation trends.
Analyze service data to identify risks, gaps, and opportunities for improvement.
Use insights to inform resourcing, service design, and operational improvements.
Provide regular reporting and insights to senior leadership on service performance and emerging issues.
Drive continuous improvement initiatives to enhance service delivery, consistency, and registrant experience.
Lead, coach, and develop the Customer Services team, including Customer Service Representatives and the Service Operations Coordinator.
Oversee workforce planning, scheduling, and capacity management to ensure service coverage across all channels.
Support recruitment, onboarding, and ongoing development of team members.
Foster an inclusive, collaborative, psychologically safe, and service-focused team culture of service excellence, accountability, and continuous learning.
Ensure the team is supported through effective onboarding, training, access to knowledge resources, with delivery and ongoing maintenance coordinated through the Service Operations Coordinator.
Manage employee performance, engagement, and development, aligning individual goals with service outcomes and organizational priorities.
Collaborate with internal business areas (e.g., Registration, Admissions, Finance, IT, Communications, Conduct, Privacy, Continuing Education) to ensure alignment between policy, service delivery, and customer experience.
Define and maintain clear Tier 1 and Tier 2 responsibilities across the organization.
Establish service-level agreements and escalation pathways with Tier 2 teams.
Support implementation of new programs, services, or policy changes impacting the Service Centre.
Collaborating with IT, manage the phone system auto-attendant & hunt groups (submit service requests; test vendor solutions; manage recording of auto-attendant/hunt group greetings and voicemail). Collaborate with Communications to manage on-hold messaging.
Provide support to the Director, Experience & Engagement in managing registrant benefit vendor relationships and liaising with Engineers Canada and APEGA vendors on resolving registrant issues related to benefit programs.
Liaise with the Regulatory teams to annually (or more frequently as required) review knowledge base content for accuracy.
Provide overall accountability for the operations, performance, governance, and effectiveness of registrant benefit and affinity programs.
Oversee program performance by reviewing usage metrics, registrant feedback and partner/vendor performance
Ensure appropriate governance of vendor relationships, contracts, and obligations.
Ensure effective operational logistics to support the management of the program (e.g. processing billing for the APEGA Mobility program)
Support escalation and resolution of complex or high-impact issues involving benefit providers or partners, including Engineers Canada.
Ensure alignment between benefit programs and overall service delivery and registrant experience.
Delegate day-to-day coordination and administration of benefit programs to the Service Operations Coordinator.
Competencies, Skills & Attributes
Competencies
Core:
Exemplifying Integrity
Fostering Communication
Results Orientation
Service Excellence
Teamwork
Core Leadership:
Decision Making
Ensuring Accountability
Inspiring Others
Leading Change
Functional:
Partnering
