Why BCAA?

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

BCAA is hiring a Senior Manager, Road Assist Contact Centre!

We’re looking for an experienced and strategic leader to oversee BCAA’s 24/7 Roadside Assistance Contact Centre (RACC). In this role, you’ll be responsible for ensuring exceptional service delivery and operational efficiency across inbound, outbound, and digital channels. Reporting to the Director of Automotive Operations, you’ll lead a team of Managers to drive performance, enhance business processes, and create long-term strategies that elevate both Member satisfaction and team engagement.

The ideal candidate is a shown people leader with strong operational expertise, a customer-first approach, and a successful track record leading large teams in complex service environments.

Who you are:

• You’re an experienced people leader who thrives on guiding teams.

• You’re passionate about coaching, developing talent, and building strong, engaged teams.

• You’re skilled at turning customer concerns into positive outcomes and lasting relationships.

• You’re motivated by leading large-scale change and know how to bring people along the journey.

• You think strategically and have a consistent track record of delivering projects that move businesses forward.

• You bring strong analytical and business planning skills, paired with a creative approach to solving problems.

• You exude confidence, work well with others, and excel at encouraging positive connections and negotiating mutually beneficial results.

What you’ll do:

• Lead and inspire a complementary team of Managers, Team Leads, Dispatchers, Admin, and Agents in a 24/7 contact centre.

• Recruit, coach, and develop top talent while driving succession planning and long-term growth.

• Set clear expectations, provide ongoing feedback, and address performance issues constructively.

• Nurture an engaged, motivated team culture through communication, recognition, and development opportunities.

• Lead all aspects of day-to-day contact centre operations, ensuring critical metrics, SLAs, and quality standards are consistently met.

• Lead inbound, outbound, and digital channels to deliver a seamless omnichannel customer experience.

• Optimize workforce planning, call routing, and staffing levels to reduce wait times and improve efficiency.

• Use dashboards, reporting tools, and data insights to monitor performance and streamline processes.

• Present operational results, risks, and opportunities to senior leadership on a regular basis.

• Partner with People & Culture and union representatives on employee relations, grievances, and operational changes.

• Handle complex issues and collaborate cross-functionally to resolve issues effectively.

• Act as the voice of the customer, using feedback and NPS results to drive continuous improvements.

• Lead operational planning, including forecasting, workforce management, and budgeting.

• Handle costs responsibly, aligning with operational budgets and business goals.

• Identify and implement process and technology improvements that elevate service quality and efficiency.

• Define and implement contact centre strategies that align with organizational objectives and enhance customer experience.

What you bring:

• A bachelor’s degree preferably in business administration, management/leadership studies, operations management, or a related field.

• 7+ years of dynamic leadership experience in a contact centre environment or an equivalent combination of education and experience.

• Solid understanding of CRM systems, workforce management tools, and contact centre technology.

• Shown experience in budget management, including tracking and preparing presentations.

• Experience in labor relations within a unionized environment is a bonus.

Internal Applicants: Please note that this is a M3 role and the internal posting will close on August 28, 2025.

The salary range for this position is $125,000.00 to $145,00.00 and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 12.5%, with the opportunity to earn up to 20%.

What we offer:

• The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.

• Career and personal development to help you grow and reach your goals.

• Incentives that recognize team and individual sales and performance.

• Flexible benefits to support your health and lifestyle, and wellness dollars* to keep your body, mind and soul thriving.

• A competitive rewards package including salary performance bonus programs, pension plan*, and more to help build your personal wealth.

• Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection.

• BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels.

• Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.

• for permanent employees

We’re always looking for amazing people like you. Apply today!

BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact

HRAccommodations@bcaa.com

.