Senior Manager, Workforce Management & Operations


Competition Number: LAA-22-18

Job Type: Full-Time, Permanent

Location: Edmonton, Alberta

Posting: External

Competition Ends: April 8, 2022

Who We Are

As a publicly funded, non-profit organization, Legal Aid Alberta provides affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide, with 300 staff and 1,200 private practice lawyers helping people overcome their legal challenges in more than 75 communities across the province.

Who You Are

Working at Legal Aid Alberta means you care about people and empathize with their situation. You have excellent communication skills especially in tough situations. You bring with yourself, experience of developing, designing, and administering processes and procedures in accordance with organization policy and strategic plan. You take pride in your data driven decision making skills and have experience of delivering reports based on statistics. You have experience working with diverse stakeholders and have worked with employees. You have expertise in contact centre operations with demonstrated experience with reporting and analytics along with strength in workforce management. You are computer-savvy, highly organized and thrive in a fast-paced work environment. You love learning new things, solving problems, and can adapt to change quickly. You care deeply about the success of our team and our organization.

Job Description

Reporting to the Director, Client Services, some of the key responsibilities include:

  • Provides leadership and guidance to the Quality Advisors, Intraday Manager, Operational Resource Developer. Also provides mentorship and feedback to staff
  • Gather, analyze, and interpret data and provide operational recommendations and timely reports to department and management
  • Coach and implement workforce management best practices
  • Accountable to generate and maintain staff schedules, as well as manage over all vacation plan
  • Review and evaluate existing processes to identify lessons learned and opportunities for improvement in data collection, analysis, reporting and presentation of results
  • Participates in the design of call quality coaching and file review assessment formats to ensure compliance with LAA quality standards
  • Develops and manages the facilitation of comprehensive training programs for new hire and existing staff
  • Support teams with ongoing training requirements as well as create and maintain online training library


Education and Experience:

  • Minimum of 7 years of contact center customer care experience in a leadership role
  • Minimum of 7 years’ experience working with statistical reporting, analysis, and recommendations
  • Post-secondary degree/diploma in business administration or operations management or related experience
  • Adult training or previous training development and facilitation experience is an asset
  • Quality assurance experience is an asset
  • Working in a union environment is an asset

Knowledge and Skills:

  • Strong leadership, motivation, and analytical skills
  • Strong knowledge of contact center operations, process, technology and techniques
  • Excellent written and verbal communication skills, including the ability to express ideas and recommendations clearly and concisely in a manner appropriate to the audience
  • Excellent interpersonal skills to work and relate with people from diverse backgrounds in different situations
  • Demonstrated skills in Power BI and/or advanced Excel
  • Knowledge with Calabrio is an asset
  • Demonstrated experience with workforce management
  • Project Management experience and process design expertise are considered as assets
  • Business management
  • Computer system and Microsoft Office proficiency

What We Offer

Perks of working with us

  • 8% RRSP employer contribution
  • Competitive wage
  • Paid professional days
  • Paid Vacation days
  • Winter closure (paid time off)
  • Work life balance
  • Health and dental benefits
  • Health and wellness
  • Personal and professional growth
  • Employee assistance program

How To Apply

Please send your resume and cover letter to [email protected]. Reference competition number [LAA-22-18]. Only those selected for an interview will be contacted.


  • Successful candidate will be required to provide an acceptable criminal record check.

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