This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates. Please log in to verify your internal candidate status.

Location - Work primarily takes place at North Campus, Edmonton. The position may be eligible for hybrid following the onboarding period.

The Student Service Centre (SSC) is the primary point of contact for student inquiries at the University of Alberta, providing essential frontline support through in-person, telephone, and digital channels.

We are seeking a Manager, SSC Operations to oversee the efficient and effective operations of this high-volume service environment. This role focuses on service delivery excellence—ensuring that our processes, systems, and people are aligned to deliver accurate, efficient support to our students.

The successful candidate will be a strong people leader with significant experience leading large teams in a multi-channel contact or service centre environment. As a strategic thinker, you will anticipate operational trends and translate data into actionable improvements that enhance service reliability. You are an expert in ensuring accountability through the development and monitoring of Key Performance Indicators, ensuring the SSC consistently meets its service standards while maintaining a supportive environment for both staff and students.

The Office of the Registrar (RO) plays a key role in every aspect of the student experience, from recruitment to graduation and beyond. The RO also supports the broader campus community, including faculties, departments, and other units.

• Operational Oversight: Oversees the daily operations of the SSC, managing high-volume inquiry traffic across digital, telephone, and in-person channels to ensure consistent service excellence and stability.

• KPI & Performance Management: Develop, monitor, and analyze Key Performance Indicators and volume data to optimize staffing levels, predict peak period requirements, and provide strategic reporting on operational health.

• SLA Compliance & Accountability: Ensure adherence to established Service Level Agreements, lead real-time performance monitoring, and empower Team Leads to make tactical adjustments to maintain response times and service quality.

• Workflow & Systems Optimization: Strategically identifies and implements internal workflow improvements and technical system enhancements to streamline service delivery, reduce wait times, and improve the accuracy of information.

• Leadership & Coaching: Provide direct supervision and guidance to Team Leads, focusing on their development as operational supervisors and on fostering a culture of accountability and professional service.

• Service Coordination: Collaborate closely with the Manager, Service Improvement, to ensure operational workflows are aligned with updated knowledge bases and the technical tools needed to resolve complex inquiries.

• Stakeholder Relations & Unit Collaboration: Maintain proactive, diplomatic relationships with units and faculties to ensure frontline service delivery aligns with Service Level Agreements and to manage high-complexity escalations.

• Education: University degree required; a focus on Business Administration, Public Administration, or a related field is preferred.

• Operational Leadership: 5+ years of progressive leadership experience managing high-volume service or contact centres in a unionized environment. Must have a proven track record of supervising and developing leadership-level staff.

• Service Delivery Expertise: Proficiency in developing and monitoring Key Performance Indicators and managing operations against Service Level Agreements (SLAs) to drive staffing and performance decisions.

• Strategic & Collaborative Thinking: Demonstrated ability to identify systemic issues and implement long-term process improvements.

• Technical Proficiency: Experience overseeing the functional configuration of contact centre platforms to optimize "navigation ease."

• Communication & Diplomacy: Excellent interpersonal skills with the ability to work collaboratively and diplomatically with stakeholders. Must be professional and tactful in sensitive or high-complexity escalation situations.

• Data-Driven Decision Making: Strong analytical skills with the ability to translate service metrics and volume data into actionable operational plans and strategic reports.

Application Instructions

Click "Apply Now" to submit your resume and cover letter.

This position has a comprehensive benefits package and an annual salary range of $73,383 to $122,303.

The terms and conditions of this appointment are governed by Schedule F of the collective agreement between the Board of Governors of the University of Alberta and the Association of Academic Staff of the University of Alberta.

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people - from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.

The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.

L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes de toute orientation sexuelle ou identité et expression de genre; et toutes les personnes qui peuvent contribuer à la diversification des idées et à l'université à postuler.