Job Title

Rob's Albertan Service Experts, 4918 72nd Avenue NW, Edmonton, Alberta, Canada Job Description Posted Thursday, February 19, 2026 at 5:00 AM Customer Service Manager Reports To: Division Vice President Status: Full-time, Regular Location Name: Rob's Albertan Location Address: Edmonton, AB Position Summary: The After-Hours Call Centre Manager is responsible for scheduling duties, report analysis, and dealing with customer escalations for the After-Hours Call Centre Team Responsibilities Act as a mentor and coach to the Centre-level Customer Service Team Members across Canada Ensure there is consistent training, processes, and procedures across all Customer Service resources, for both inbound and outbound calling Ensures that After-Hours Call Center is fully staffed and prepared to handle call volume after regular business hours Ensures that agents provide the highest levels of customer service Monitors the After-Hour Call Centres capacity plan to make sure that data is provided accurately for after-hours Customer Service Representatives Handles all customer issues which require managerial involvement Scheduling, reporting, and monitoring of outbound calling program Other duties as required Qualifications Previous Managerial experience required Previous Call Centre experience is required Previous experience training outbound Call Centre agents required Ability to work various shifts (days, afternoons, weekends) Advanced MS Excel skills required Strong reporting analysis skills required Customer-service focused Strong problem-solving abilities Excellent interpersonal and teamwork skills Process management experience High school diploma or equivalent required; post-secondary education highly preferred Ability to work in a demand-service, fast paced, and multitasking environment #J-18808-Ljbffr