Assistant Manager, Member Engagement Centre
At Greater Vancouver REALTORS® (GVR), we’re passionate about leading professionalism and innovation in real estate. Our award-winning team works hard, has fun, and enjoys the best view in the city from our Spruce Street office. Our 15,000 REALTOR® members trust GVR to provide the tools, services, and support they need to provide the best service to their clients. We deliver trusted market insights, advocacy, professional education, and cutting-edge technology solutions to help our members thrive in an ever-evolving industry. At GVR, we are proud to champion excellence, transparency, and sustainable housing solutions while shaping the future of real estate.
Position summary:
The Assistant Manager, Member Engagement Centre is responsible for driving operational execution, technical enablement, and frontline consistency across GVR’s unified service floor. Serving as the primary support to the Manager, MEC, this role ensures that day-to-day service delivery is efficient, well-supported, and technically sound.
Blending hands-on technical expertise with team leadership, analytics, and cross-functional collaboration, the Assistant Manager leads a team of Specialists, strengthens system usability, and ensures knowledge, tools, and processes are consistently applied. The role plays a critical part in stabilizing frontline operations, resolving complex issues, and enabling high-quality member service.
While initially focused on technical support, the role is designed to operate across the Member Engagement Centre in line with GVR’s Service Reimagined vision. Over time, the Assistant Manager expands capability to provide seamless, omni-channel leadership and support across the engagement centre, while championing a member-first service culture with organizational priorities.
Key responsibilities:
Technical Operations and System Enablement
· Act as subject matter expert for member-facing systems (CCaaS, CRM, Member Portal, MLS®, and related tools)
· Support configuration, optimization, and usability of service tools in collaboration with IT and Service Delivery
· Drive adoption of systems and ensure frontline teams are effectively using tools and workflows
· Manage and maintain SOPs, knowledge articles, and technical documentation to support service consistency
· Ensure data integrity, documentation accuracy, and adherence to operational standards
· Act as liaison with IT and vendors for issue resolution, system support, and ongoing improvements
· Guide creation of member-facing help content, ensuring clarity and usability
Service Operations Execution and Floor Management
· Support day-to-day execution of service delivery across all channels
· Partner with Manager, MEC to ensure coverage, responsiveness, and workload balance
· Lead real-time operational coordination (queue monitoring, triage, prioritization)
· Act as primary escalation point for technical and complex member issues
· Ensure consistent application of workflows, standards, and communication quality
· Step in as acting lead in absence of Manager, MEC
Strategic Collaboration & Analytics
· Support development of reporting frameworks and operational insights (in partnership with Service Delivery)
· Collaborate with Operations, Professional Development, AEs, and other teams to align support with member needs
· Partner with IT and Product teams to ensure solutions meet operational and user needs
· Support structured change management, ensuring clarity and adoption across the team
Leadership and Team Management
· Supervise, coach, and support a team of Specialists (initially technical, expanding across functions)
· Lead onboarding, training, and ongoing development of team members
· Conduct regular 1:1s, coaching sessions, and performance check-ins
· Support performance management through feedback, documentation, and development planning
· Track team capability, skills progression, and readiness for cross-skilling
· Support recruitment and workforce readiness planning
· Responsible for scheduling, forecasting and maintenance of accurate records in HR systems (e.g., ADP).
Performance Support and Quality Execution
· Monitor operational performance (queues, volumes, resolution times) and take real-time action
· Suppo74rt Manager, MEC in driving performance against service metrics (FCR, SLA, quality)
· Reinforce quality standards and ensure consistency in member interactions
· Conduct QA reviews and identify coaching opportunities
· Surface performance trends and operational gaps to Manager, MEC and Service Delivery.
Knowledge Management and Enablement
· Own knowledge base governance, ensuring content is accurate, up-to-date, and usable
· Establish and enforce documentation standards across service streams
· Drive adoption of knowledge tools to support consistency and reduce reliance on escalation
· Identify knowledge gaps and coordinate updates with relevant stakeholders
· Enable frontline teams with the right information to improve first contact resolution
Continuous Improvement and Change Adoption
· Identify process gaps, inefficiencies, and recurring technical issues
· Partnering with Manager Service Delivery, support implementation of workflow improvements, tools, and automation initiatives.
· Reinforce adoption of new processes and systems across the team
· Participate in pilots, testing, and rollout of service enhancements
· Act as a change champion within the MEC, ensuring smooth transitions
Qualifications, skills, and experience:
· 5 - 7+ years of experience in technical support, service operations, or contact centre environments
· 2- 3 years in a supervisory or senior/lead role
· Proven experience supporting and configuring CRM systems (preferably Dynamics), CCaaS platforms, and data/reporting tools.
· Proven ability to coach teams and manage day-to-day operations
· Strong background in technical troubleshooting, workflow optimization, and user support documentation
Preferred Qualifications:
· Bachelor’s degree in business administration, Information Systems, or a related field is an asset.
· Experience in MLS®, real estate, or membership-based environments
· Experience working with CRM platforms (e.g., Dynamics, Salesforce)
· Exposure to workflow design, QA processes, or knowledge management systems
· Experience supporting system implementations or upgrades
· Familiarity with change management practices
Join us in creating innovative solutions that drive success for our members while advancing your career as an Assistant Manager, Member Engagement Centre.
We offer a competitive compensation and benefits package (salary range $74,000 to $89,000), a hybrid work environment once you've successfully onboarded and gained a solid understanding of your role and responsibilities, a nine-day fortnight schedule opportunity, and a supportive and inclusive culture and work environment.
Compensation details listed in this posting reflect the range of pay. Individual pay is determined by skills, qualifications, experience, and location.
While we appreciate all candidates that apply for this position, we’ll only contact candidates who we select for an interview.
GVR is an equal-opportunity employer and welcomes applications from all qualified individuals. GVR encourages applications from women, Indigenous persons, racialized persons, persons with disabilities and persons of all sexual orientations and/or gender identities.
GVR is committed to an inclusive, accessible and welcoming hiring process that provides reasonable accommodation to all applicants. Please advise Rajan Bajaj, ([email protected]) should you require any accommodation to participate in this posting, recruitment, selection and/or assessment processes.
Must be legally authorized to work in Canada, with a preference given to Canadian citizens and permanent residents.
Pay: $74,000.00-$89,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
- Wellness program
- Work from home
Work Location: Hybrid remote in Vancouver, BC V6H 4C8
