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Added 9 mins ago
Business Advisor
City of Saint John
Saint John, NB
Full-time
…feedback, service request data, operational trends and frontline insights to identify opportunities to improve how residents experience City services. The position works collaboratively…
Added 9 mins ago
Senior Actuarial Analyst
ARAG Legal Solutions Inc. (Canada)
Toronto, ON
Full-time
Prepare clear and well-structured actuarial reports, visualisations, and presentations to communicate reserving results, trends, assumptions, and key insights to internal stakeholders.
Added 9 mins ago
Senior Manager, Total Rewards
Pacific Blue Cross
Burnaby, BC
$122,400 to $183,600 CAD / year
Full-time
Drive data-informed decision making by leveraging workforce analytics, market intelligence, and compensation insights to identify risks, opportunities, and emerging trends.
Added 26 mins ago
Programmatic & Data Strategist
Pelmorex
Oakville, ON · Montreal, QC
Full-time
…discrepancies), accelerate technical research, and generate deep insights from log-level data and bid…
Added 40 mins ago
PSN Marketing Manager and Growth Initiatives Manager
Epiroc
Mississauga, ON
Full-time
Data Analytics & Performance Management. Use data, KPIs, and market insights to drive decision-making and measure success.
Added 40 mins ago
Programmatic & Data Strategist
Pelmorex
Oakville, ON
Full-time
…discrepancies), accelerate technical research, and generate deep insights from log-level data and bid…
Added 41 mins ago
Manager, Product Development - Identity Solutions
Mastercard
Toronto, ON
Full-time
Manager, Product Development - Identity SolutionsServices within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing…
Added 41 mins ago
Strategic Revenue Manager
Mars
Bolton, ON · BOL-Mars Canada Inc.
Full-time
The SRM Pricing Manager reports to the Market SRM Head serving as a key business partner and revenue & profitability expert for the local unit. This position drives the strategic execution…
Added 56 mins ago
Staff Product Manager
Miovision
Remote, Canada
$180,000 to $190,000 CAD / year
Full-time · Remote
At Miovision, we are engineering the future of smart transportation, and we need a highly strategic Staff Product Manager to clear the intersection for our market-leading Signal Priority…
Added 56 mins ago
Staff Data Scientist, Applied ML
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Similar to how Jobber empowers small businesses with the tools and insights they need to succeed, the Strategy and Analytics Department ensures our people at Jobber have the tooling, data…
Added 56 mins ago
Site WHS Manager
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London, ON
As a WHS Manager, you'll be the site's safety champion, leading our Global WHS Program implementation. You'll combine hands-on safety management with strategic thinking to protect our most…
Added 56 mins ago
Analyst, Consumer & Operator Insights
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Full-time
Reporting to the Sr. Manager, North America Insights, you will help build and champion consumer and operator insights that drive business growth. Through consumer research, syndicated data,…
Added 1 hour ago
Manager, Security Loss Prevention
Grainger Canada
Vaughan, ON
Full-time
The Manager, Security & Loss Prevention is an individual contributor responsible for owning and executing all Security & Loss Prevention initiatives across Grainger Canada.
Added 1 hour ago
Programmatic & Data Strategist - 12 Month Contract - Hybrid
Pelmorex
Oakville, ON
Contract
…go-to expert on Programmatic Deals, Data Segments, and Data Insights, you'll play a critical role in driving revenue growth. By working closely with sales leaders and client partners,…
Added 1 hour ago
Manager IT Audit
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Toronto, ON
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Manager IT Internal Audit is a curious, dynamic, adaptable, solution-oriented team player and self-starter. You will be part of a global Internal Audit team with the mandate to assess and…
Added 1 hour ago
Manager, Omnichannel Media Planning & Amazon DSP Strategy
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This is an individual-contributor Manager role with significant client, partner and campaign leadership responsibilities. The role may provide functional direction and coaching to execution…
Added 1 hour ago
Senior Manager, GTB Business Risk - Toronto
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Toronto, ON
Deliver impactful risk insights by leading risk reporting and analytics for Core Risk Committees and other senior governance forums
Added 1 hour ago
Data Engineer
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…building data and AI products that provide timely actionable insights to drive desired business outcomes and value. DAT Engineering collaborates with multiple groups across the bank deliver…
Added 1 hour ago
Senior Analyst, Activation
Kepler Group
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Work closely with your Activation Manager and other Kepler team members to design and execute sophisticated programs that deliver breakthrough client results
Added 1 hour ago
Media Manager (12 Month Contract)
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Toronto, ON · Four Seasons Corporate Headquarters Toronto
Full-time
Reporting to the Director, Americas and supporting all regions (AMER, EMEA and APAC), the Media Manager will build the Single View of Guest framework for paid media and own the success of…
Added 1 hour ago
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
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Title: Financial Manager - PLM (Product Line Mgmt)
Added 1 hour ago
Senior Analyst, Strategic Finance / Analyste principal, Finances stratégiques
Vention
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Sitting at the nexus of business strategy, advanced analytics, and financial discipline, the Senior Analyst, Strategic Finance serves as the core quantitative engine evaluating commercial…
Added 1 hour ago
AI Architect
Raas Infotek
Vancouver, BC
Contract
content production, experimentation, and analytics into a unified ecosystem. This also includes driving segmentation initiatives and delivering value through data engineering.
Added 1 hour ago
Senior Capacity Planning Analyst
Greater Toronto Airports Authority
Toronto, ON
Full-time
Reporting to the Manager, Capacity Allocation, the Senior Capacity Planning Analyst will provide analysis and insight to the Airport Operations group and the GTAA. The role will provide…
Added 2 hours ago
Senior Capacity Planning Analyst
Toronto Pearson International Airport
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Full-time
Reporting to the Manager, Capacity Allocation, the Senior Capacity Planning Analyst will provide analysis and insight to the Airport Operations group and the GTAA. The role will provide…

Closed listing

Jobgether

Manager, Customer Care - Support Team

Canada

Job type: Full-time
Posting language: English
Posted: Sep 21, 2026

This opening has closed.

The original listing is kept below for reference.

Find open jobs More jobs with this employer

About employer

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Original job description

Archived listing. The details below describe a past opening.

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Care - Support Team based in Canada.

This role offers an opportunity to lead customer care operations within a complex utility environment while directly shaping service quality and team performance. You will manage and develop front-line customer care professionals, setting clear expectations and creating a culture of accountability, collaboration, and continuous improvement. Working across regulated and competitive services, you will help optimize contact center operations and strengthen the customer experience. The position combines people leadership, operational strategy, data-driven decision-making, and cross-functional collaboration. You will contribute to process improvements, strategic initiatives, and projects that influence long-term service delivery and operational efficiency. As a visible leader, you will work closely with internal stakeholders and external industry partners while adapting to evolving business and regulatory requirements. This is a full-time permanent opportunity offering meaningful leadership responsibility and career development within a unionized environment.

\nAccountabilities:

Lead, coach, mentor, and develop front-line Service Consultants, Support Team members, Customer Care representatives, and team leads.
Establish SMART performance objectives, monitor team results, and address performance gaps to ensure service quality and operational targets are achieved.
Contribute to customer care strategies, planned initiatives, and operational priorities while aligning team activities with broader organizational goals.
Strengthen collaboration among customer care managers and cross-functional stakeholders, understanding their needs and developing effective operational solutions.
Monitor, analyze, and report on established performance metrics while responding to changing priorities across business units and external stakeholders.
Provide technical and operational expertise for customer care efficiency projects and cross-functional initiatives that support long-term improvements and decision-making.
Review, recommend, and implement changes to contact center processes, policies, and procedures to improve service delivery, employee engagement, risk management, and regulatory compliance.
Oversee inbound contact center operations, including regulated and competitive services, as well as support calls involving first-level escalations and peer assistance.
Lead or support recruitment and onboarding activities, helping new customer care employees transition successfully from training into full performance.
Research and apply customer care best practices by engaging with industry organizations, academic institutions, and other utilities, including approaches to hybrid work and employee wellbeing.
Act as a change champion, supporting the successful adoption of new processes and operational improvements within the contact center.
Maintain strong stakeholder relationships while adapting operations to evolving customer needs, business priorities, and regulatory requirements.

Requirements:

Post-secondary degree in Business, Economics, Operations Management, or a related discipline; a diploma may be considered.
5+ years of cumulative professional experience, including direct experience within the electricity, energy, or utility sectors, particularly billing, collections, or customer service.
Prior leadership and management experience, with a demonstrated ability to lead teams and deliver results in a fast-paced utility environment.
Solid understanding of contact center infrastructure and utility operations.
Demonstrated ability to lead with purpose, establish accountability, foster innovation, and build collaborative team cultures.
Strong analytical skills, including the ability to gather and interpret complex data and use insights to inform business decisions and operational improvements.
Proven ability to manage organizational change and support the successful implementation of new business processes.
Excellent communication skills, with the ability to present complex insights clearly to both technical and non-technical audiences.
Strong critical thinking and safety leadership skills, with knowledge of regulatory environments and Occupational Health and Safety principles.
Proficiency with Microsoft Office applications, particularly Excel, Word, and PowerPoint, as well as experience with data platforms, BI dashboards, and databases.
Hands-on experience with systems such as Genesys, CIS, and Vertex.
Collaborative leadership style, strong organizational skills, and a commitment to delivering high-quality customer service and operational outcomes.
Legally entitled to work in Canada and able to meet applicable employment, background screening, and assessment requirements.

Benefits:

Full-time, permanent position based in Edmonton, Alberta.
Potential eligibility for a hybrid work arrangement, subject to business needs and applicable eligibility requirements.
80 hours of work every two weeks.
Opportunity to develop leadership experience within a unionized utility environment.
Meaningful cross-functional exposure across customer care, energy services, and other business areas.
Opportunity to influence customer experience, operational efficiency, team culture, and long-term service strategy.
Professional growth and development opportunities through involvement in strategic initiatives and operational improvement projects.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

About employer

More about this job

Responsibilities

The manager will lead, coach, and develop front-line customer care professionals while overseeing contact center operations and service quality. They are responsible for driving operational strategy, managing performance metrics, and fostering a culture of accountability and continuous improvement.

Requirements

Candidates must have a post-secondary degree in a relevant discipline and at least 5 years of professional experience, specifically within the utility or energy sector. Strong leadership, analytical, and communication skills are required, along with proficiency in contact center systems and regulatory environments.

Skills

Customer care management
Team leadership
Operational strategy
Data-driven decision-making
Performance management
Contact center operations
Process improvement
Stakeholder management
Utility operations
Change management
Analytical skills
Critical thinking
Regulatory compliance
Safety leadership
Genesys
Vertex

Benefits

Hybrid work arrangement
Professional growth and development opportunities
Meaningful leadership responsibility
Career development

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Utility Sector
Contact Center
Management
Operations Management
Billing
Collections
Performance Metrics
SMART Objectives
Regulatory Compliance
Occupational Health and Safety
Microsoft Office
Excel
BI Dashboards
Genesys
CIS
Vertex
Change Management
Stakeholder Relations
Leadership
Data Analysis
Energy Services
Unionized Environment
Hybrid Work
Employee Wellbeing

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