Application Center Manager

Legal Aid Saskatchewan (LAS) is seeking an experienced and collaborative

Application Center Manager to lead our Application Center in delivering timely, consistent, and high-quality client service across the province. This is an approximately two-year term position to cover a maternity leave, with the opportunity to work remotely from anywhere within Saskatchewan.

Reporting to the Vice President of Operations & Administration, the Application Center Manager provides leadership and direction to a team of nine (9) Eligibility Officers. In this role, you will oversee the daily operations of the Application Center, drive service excellence, and ensure alignment with LAS's strategic priorities. You will also play a key role in developing and implementing operational strategies, policies, and initiatives while leading the planning and achievement of medium- and long-term organizational objectives.

Why work for us?

Lead a team that makes a meaningful difference. At LAS, we are committed to ensuring access to justice for all, and we believe in the power of advocacy to change lives. Joining our team means being part of a province-wide organization that values compassion, collaboration, courage and commitment . In addition to your competitive salary listed above, our generous and comprehensive benefit package includes e mployer’s paid extended health & dental family coverage; paid sick time; three weeks of paid vacation at the start, plus 12 scheduled days (

SDOs) ;

14 Statutory holidays; pension match 6.35%; relocation assistance if applicable and more. For more information visit: legalaid.sk.ca/about/careers/

What You’ll Do

Key Responsibilities Include

• Leading the day-to-day operations of the Application Center to achieve service, quality, and performance goals.
• Providing leadership, coaching, and performance management to a team of nine (9) Eligibility Officers, fostering a collaborative, inclusive, and high-performing work environment.
• Monitoring operational performance through key metrics and using data to identify trends, improve processes, and enhance client service.
• Ensuring clients receive timely, professional, culturally appropriate, and trauma-informed service, while managing complex client concerns and service escalations.
• Developing, implementing, and maintaining operational policies, procedures, and quality assurance standards to promote consistency and compliance across the organization.
• Collaborating with Area Offices and internal stakeholders to improve processes, standardize application practices, and support continuous service improvement.
• Preparing operational reports, supporting organizational planning, and contributing to strategic initiatives and decision-making.
• Assisting with resource planning, budgeting, and identifying opportunities to improve operational efficiency through technology and process enhancements.

What You'll Bring

About

You are an experienced people leader who thrives in a fast-paced service environment and is passionate about building strong teams and delivering exceptional client service. You will have:

• A bachelor's degree in Business Administration, Management, Communications, or a related field (or an equivalent combination of education and experience).
• At least five (5) years of experience in a call centre or high-volume client service environment.
• A minimum of two (2) years of leadership or management experience.
• Experience managing operational performance, service standards, and key performance indicators.
• Strong leadership, coaching, and employee development skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Strong analytical skills with the ability to use data to support operational decision-making.
• Experience working with call centre technology, CRM systems, or workforce management tools.
• The ability to balance multiple priorities while maintaining a high standard of client service.
• Experience leading unionized employees is considered an asset.

What Makes You Successful

The Ideal Candidate Demonstrates

Leadership: promotes the mission, vision and values of LAS and demonstrates high standards of fairness, honesty, and integrity.

Client Service: leads by example and promotes a client centric culture and ensures alignment with best practices and LAS’ expectations.

People Management: leads the Indigenous Services department or team in maintaining a climate of excellence, accountability, and respect.

Communication and Interpersonal Skills: expresses ideas respectfully, concisely and persuasively, both orally and in writing.

Leading Self: is aware of personal strengths and weaknesses and their impact on others.

Acumen, Judgement and Decision Making: generates original ideas with practical applications .

Working Conditions

• This is a fully remote position within Saskatchewan.
• Occasional work outside of regular business hours may be required to meet operational needs.

Please note: LAS has partnered with Essence to support this recruitment process. Applicants interested in the Director, Immigration and Refugee Services position are encouraged to contact Matthew Cennon at ***email_hidden***

Applications are reviewed on a rolling basis and will be accepted and evaluated until the position is filled. We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

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