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Added 1 hour ago
Business Solutions Analyst
The University of British Columbia
Vancouver, BC
$7,727.33 to $11,112 CAD / month
Full-time
The Business Solutions Analyst, reports to the Associate Director, Student Systems Management. The Business Solutions Analyst interacts with all levels of staff across units within…
Added 15 hours ago
Project Manager, Capture and Optimization of Research Data (CORD) Platform
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
Full-time
…operations across the full study lifecycle. Reporting to the Associate Director (scientific) and the CORE Manager (administrative), the incumbent will support Principal Investigators with…
Added 1 day ago
Associate Director, Senior Quality Assurance Tester
RBC
Montreal, QC
Full-time
…Solving, IT Quality Assurance, Long Term Planning, Predictive Analytics, Programming Languages, Software Product Testing, Test…
Added 1 day ago
ASSOCIATE DIRECTOR, PRE-AWARD (BAND LEVEL 13)
Memorial University, Newfoundland and Labrador
St. John's, NL
Full-time
Reporting to the Director, the Associate Director, Pre-Award oversees and manages all aspects of the pre-award services division within RIS and carries out the operational objectives of…
Added 1 day ago
Project Manager, Capture and Optimization of Research Data (CORD) Platform
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
Full-time
…operations across the full study lifecycle. Reporting to the Associate Director (scientific) and the CORE Manager (administrative), the incumbent will support Principal Investigators with…
Added 2 days ago
Associate Director - Decision Science
AstraZeneca
Mississauga, ON · Canada - Mississauga
Full-time
Are you ready to bring publication-grade statistical difficulty and AI-native analytics together to uncover hidden patients, elevate commercial strategy, and improve outcomes for people…
Added 7 days ago
Associate Director, Actuarial Solutions
HOOPP (Healthcare of Ontario Pension Plan)
Toronto, ON · CA ON Toronto
$103,000 to $153,000 CAD / year
Full-time
Reporting to the Director, Actuarial Solutions, the Associate Director provides technical leadership to ensure the accuracy and integrity of pension calculations and pension-related data…
Added 1 month ago
Bilingual (English/French) Associate Director, Retail Analytics
NielsenIQ
Toronto, ON · Montreal, Québec
Full-time
As an Associate Director, Retail Analytics, you will lead strategic client engagements across a portfolio of retail accounts while helping to develop a team of client-facing associates. You…
Added 2 days ago
ASSOCIATE DIRECTOR, PRE-AWARD (BAND LEVEL 13)
Memorial University, Newfoundland and Labrador
St. John's, NL
Full-time
Reporting to the Director, the Associate Director, Pre-Award oversees and manages all aspects of the pre-award services division within RIS and carries out the operational objectives of…
Added 2 days ago
FMIS Business Analyst
The University of British Columbia
Vancouver, BC
$6,143.67 to $8,830.25 CAD / month
Full-time
Reports to the Associate Director, Finance, UBC Food Services. Works collaboratively with Culinary Services, Procurement, Finance, IT, operational managers and external vendors. Acts as the…
Added 3 days ago
Financial Transformation, Senior Associate
PwC
Toronto, ON · Ottawa, ON · Calgary, AB
Full-time
As a Financial Transformation, Senior Associate, unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. Your role will include, but isn’t…
Added 3 days ago
FMIS Business Analyst
University of British Columbia
Vancouver, BC
$6,143.67 to $8,830.25 CAD / month
Full-time
Reports to the Associate Director, Finance, UBC Food Services. Works collaboratively with Culinary Services, Procurement, Finance, IT, operational managers and external vendors. Acts as the…
Added 3 days ago
Associate Director, Business Services
Okanagan College
Kelowna, BC
Under limited direction from the Director, Ancillary & Business Services, the Associate Director, Business Services provides strategic leadership, operational management, and financial…
Added 3 days ago
Associate Director Administration
McGill University
Brown Student Serv.
Full-time
Reporting to the Senior Director of Student Services, the Associate Director, Administration is responsible for strategic resource planning and reporting across the Student Services…
Added 2 days ago
Directeur(trice) associé(e), Analyse des données et perspectives d'affaires / Associate Director, Business Insights Analyst
Merck Canada
Kirkland, QC
Full-time
Added 2 days ago
Gestionnaire associé(e), Accès au marché / Associate Manager, Market Access
Knight Therapeutics Canada
Montreal, QC
Full-time
We are seeking an Associate Manager, Market Access, to join our Commercial team. Reporting to the Director, Market Access, this individual will lead and execute market access, pricing, and…
Added 2 days ago
Senior Site Analyst
Omnicom Precision Marketing
Toronto, ON
Full-time
…social, email and other sources. This role will support the Associate Director in understanding the client’s business and analytic needs, in terms of developing reporting that promotes…
Added 2 days ago
Medical Office Assistant
Health Careers Canada
London, ON
Full-time
Working closely with the Associate Executive Director and Clinical Advisor, the Director ensures effective integration of clinical services across sites, champions continuous quality…
Added 2 days ago
Associate Director, Search
OMD Canada
Toronto, ON
Full-time
The role of the Associate Director, Search is responsible for leading a team in developing and executing innovative digital media plans. This role includes the development of strong teams…
Added 2 days ago
Associate Manager, Supply Chain Enablement
HelloFresh
Toronto, ON
We are seeking a driven and analytical Supply Chain Enablement Associate Manager to support the transformation of our ingredients and packaging inbound supply chain. Reporting to the…
Added 2 days ago
Associate Director, Balance Sheet Management, Insurance
National Bank of Canada
Montreal, QC
Full-time
As an Associate Director, you will contribute to the development and execution of balance sheet management strategies and institutional solutions.
Added 3 days ago
Data Platform Specialist
Make-A-Wish Canada / Rêves d'enfants Canada
Ottawa, ON
We are looking for a Data Platform Specialist to join our team at Make-A-Wish Canada. Reporting to the Director, Data Analytics & Insights, you will build and maintain the trusted data…
Added 3 days ago
Data Platform Specialist
Make-A-Wish Canada / Rêves d'enfants Canada
Canada
We are looking for a Data Platform Specialist to join our team at Make-A-Wish Canada. Reporting to the Director, Data Analytics & Insights, you will build and maintain the trusted data…
Added 3 days ago
SEO Strategist (Remote Canada) - Future Opening
Directive
Remote, Canada
Full-time · Remote
Strategists will work closely with their Associate Director (AsD) when roadblocks arise that impact their strategy and goal attainment.
Added 3 days ago
Content Strategist (Remote Canada) - Future Opening
Directive
Remote, Canada
Full-time · Remote
Strategists will work closely with their Associate Director (AsD) when roadblocks arise that impact their strategy and goal attainment.

EPCOR

Manager, Customer Care - Support Team

Edmonton, AB, Canada

Job type: Full-time
Apply by: Oct 18, 2026
Experience: 5+ years of cumulative experience, including direct exposure to electricity, energy, or utility sectors – particularly in billing, collections, or customer service .
Posting language: English
Posted: Sep 18, 2026

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Original job description

Description

Highlights of the job

We are hiring a Manager, Customer Care - Support Team [ Full-Time, Permanent ] position working out of Edmonton, A B . This position may be eligible to participate in EPCOR’s Where We Work hybrid program, depending on business needs and upon meeting eligibility requirements.

As Manager, Customer Care – Support Team , you’ll play a pivotal role in shaping the customer experience, driving operational excellence, and aligning team performance with Energy Services and EPCOR’s strategic goals. You ’ll lead by example, set clear expectations, and apply your utility expertise and strategic benchmarking to deliver results. As part of a visible and high-impact team, your contributions help shape long-term strategy and improve service outcomes for thousands of customers. If you're passionate about leading people, optimizing systems, and making a measurable difference – this is a role where you can thrive and grow.

This role offers a unique opportunity for career development and is ideal for someone eager to grow in a management capacity within a unionized environment . You’ll gain cross-functional exposure to how Business Units interact across EPCOR, working in close partnership with Energy Services and other internal stakeholders. Your leadership will directly influence customer care operations, team culture, and service delivery across regulated and competitive services.

As a people-focused leader within Energy Services Contact Centre for regulated and competitive services your primary focus is to prov ide leadership ; coach and mentor a team of front-line Service Consul tants , Support team and Service Consultants , Customer Care and team lead(s) ; set performance goals and metrics while ensuring high customer satisfaction and strong team dynamics . You ’ll bring utility expertise, a strategic mindset, and a collaborative approach to managing stakeholder relationships and adapting to evolving business needs and regulatory requirements aimed towards ensuring an efficient and effective customer care operations.

What you’d be responsible for

Responsibilities

This position reports to the Associate Director , Customer Care and plays a key role in advancing EPCOR’s strategic vision by recruiting, mentoring, and leading a high-performing team of Contact Centre agents. Your key responsibilities include (but are not limited to these):

Acting as a key contributor to the Customer Care plan ned initiative s and directions, while demonstrating a strong understanding of overall EPCOR Utilities Inc. (EUI) and Energy Services strategic direction.
Strengthening collaboration amongst Managers in Energy Services and positioning the Contact Center as a key partner to other cross-functional stakeholders/ Utility Associates while seeking to understand their needs and create effective solutions.
Setting SMART performance objectives; c oaching and managing team performance to ensure quality of outcomes that align or exceed performance expectations or metrics.
Monitoring and reporting established performance metrics ; bridging performance gaps for customer care operatio ns to efficiently address concerns or shifting priorities of all EPCOR Business Units served and external stakeholders (AUC, Fortis, City of Edmonton, and Capital Power) .
Providing technical expertise and oversight over projects related to operational efficiencies within Customer Care as well as initiatives or projects that are inter-related or cross-functional, which shape lon ger term strategic improvements and influence decision making.
Defining, review ing, recommending and managing changes to contact center’s processes, policies and procedures to mitigate risks, ensur ing efficient service delivery, continuous improvement of customer experience and employee engagement as well as compliance to regulatory standards and requirements.
Liaising with industry, academia and other utilities regarding best practices in customer care including work from home and hybrid arrangements and psychological and mental health considerations .
Oversee ing and managing inbound calls for the Energy Services Contact Centre ( including ROLR, HYBRID and Mid-Market ) as well as support team calls that resolve first level escalations and provide peer support
Leading or supporting recruitment and onboarding for new CSCs, ensuring a smooth transition from training to full performance for all aspects of inbound services for the Energy Service Contact Centre and Support Team .

What’s Required To Be Successful

A post-secondary degree in business, economics, operations management, or a related field (a diploma may be considered).
5+ years of cumulative experience, including direct exposure to electricity, energy, or utility sectors – particularly in billing, collections, or customer service .
Solid understanding of call center infrastructure and utility operations .
Demonstrated ability to lead teams with purpose , align decisions with EPCOR’s mission, and foster a culture of accountability and innovation .
Must have prior leadership experience demonstrating capability to execute and deliver results as a manager in a busy utility environment
Proven ability to gather and analyze complex data to inform business decisions and implement operational improvements.
Be a change champion ensuring successful collaboration and impelmentation of new business processes within a contact centre
Ability to communicate insights clearly across technical and non-technical audiences.
Demonstrating strong safety leadership and critical thinking skills, with a solid understanding of regulatory environments and Occupational Health & Safety principles .
Proficiency in MS Office tools (Excel, Word, PowerPoint) and experience with data platforms, BI dashboards, and databases.
Hands-on experience with systems such as Genesys, CIS, and Vertex.

As a successful Manager, you bring a collaborative leadership style, a strong track record of performance, and a commitment to EPCOR’s purpose – making intentional decisions that support our mission and vision.

Other Important Facts About This Job

Jurisdiction: MGMT

Hours of work: 80 hours biweekly

Target Audience : Open to internal and external candidates. Current EPCOR Employees, please ensure that you are using your “@epcor.com” email address.

Learn more about Working at EPCOR !

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Please Note The Following Information

A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required . Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.

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More about this job

Responsibilities

The manager will lead, coach, and mentor a team of contact center agents to ensure high customer satisfaction and operational excellence. They are responsible for setting performance goals, managing stakeholder relationships, and implementing strategic improvements within the Energy Services Contact Centre.

Requirements

Candidates must have a post-secondary degree and at least 5 years of experience in utility, energy, or billing sectors. Strong leadership capabilities, proficiency in contact center infrastructure, and experience with data-driven decision-making are essential.

Skills

Leadership
Customer service
Utility operations
Strategic planning
Performance management
Coaching
Data analysis
Change management
Stakeholder management
Contact center management
Regulatory compliance
Genesys
CIS
Vertex
MS Office
Operational excellence

Benefits

Hybrid work program
Career development opportunities

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Contact Centre
Energy Services
Utility
Management
Strategic Benchmarking
Operational Excellence
Performance Metrics
SMART Objectives
Regulatory Requirements
Genesys
CIS
Vertex
Data Analysis
BI Dashboards
Change Management
Occupational Health & Safety
Billing
Collections
Stakeholder Management
Team Leadership
Mentoring
Recruitment
Process Improvement
Hybrid Work
Energy
Customer Experience
Compliance
Technical Expertise
Strategic Vision

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