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Added 11 mins ago
Field Service Technician I - New Glasgow, Nova Scotia
NCR Corporation
NS · NOVA SCOTIA VIRTUAL
Full-time
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments…
Added 11 mins ago
Field Service Technician I - Salisbury, NB
NCR Corporation
NB · NEW BRUNSWICK VIRTUAL
Full-time
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments…
Added 11 mins ago
Field Service Technician - Dildo, Newfoundland
NCR Corporation
NL · NEWFOUNDLAND VIRTUAL
Full-time
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments…
Added 11 mins ago
Field Service Technician - Deer Lake, Newfoundland
NCR Corporation
NL · NEWFOUNDLAND VIRTUAL
Full-time
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments…
Added 25 mins ago
Manager, Collections
Rogers Bank
Newmarket, ON
Full-time
We are seeking a strategic and analytical leader with experience in collections, credit risk, or financial services who can leverage data, technology, and customer insights to drive…
Added 25 mins ago
Entry Level Route Driver
Safety-Kleen
Delta, BC
Full-time
…that safely transports hazardous and regulated waste between customer sites, company facilities, and approved disposal locations in compliance with Transport Canada and TDG…
Added 25 mins ago
Intégrateur Changement de Configuration
Airbus Aircraft
Montreal, QC
Full-time
Selon l'origine du Design), il agit soit comme le leader global de la modification, soit comme l'intégrateur de la trajectoire industrielle.
Added 25 mins ago
Branch Sales Manager
MacDonald Search Group
Guelph, ON
Full-time
…team, the primary focus is on winning business, strengthening customer relationships, and driving profitable growth in and around the Windsor…
Added 25 mins ago
Assistant Store Leader (Assistant Manager)
7-Eleven
AB · Edmonton, AB
Full-time
If you enjoy working as part of a management team and have previous supervisory experience, we would love the opportunity to talk with you about our Assistant Store Leader Trainee role!…
Added 25 mins ago
Accounts Payable Manager
Graybar Canada
Halifax, NS
Full-time
Graybar Canada is a leader in the distribution of high quality electrical, automation, and telecommunications products that supports these operations through related supply chain management…
Added 26 mins ago
Worker II, Food Operations - Grain
The Andersons, Inc.
Brantford, ON
Full-time
As a North American leader in agribusiness and renewable fuels, The Andersons operates in a unique space, bringing together agriculture, energy, and global markets. From the farm to…
Added 26 mins ago
Sr Manager, Quality Assurance
Gilead Sciences
Mississauga, ON · CA - ON - Mississauga
$127,415 to $164,890 CAD / year
Full-time
We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key…
Added 26 mins ago
Manager Unit
Purolator
Fredericton, NB
Energetic Leader with strong motivation skills.
Added 41 mins ago
Bilingual Host/ Hostess, Akira Back (Part -Time)
AccorHotel
Ottawa, ON
Part-time
Reporting to the Outlets Leadership Team, you are the beginning of an exceptional guest experience. As a Host, you will make our guests feel welcome from the moment they arrive!…
Added 56 mins ago
Senior Power Systems Engineer
Enerzinx, LLC
Ottawa, ON
Full-time
Company Description Enerzinx, LLC is a global leader in renewable energy power system modeling, supporting a customer base across 15 countries. The company focuses on accurate…
Added 56 mins ago
Senior Consultant - SAP OTC / S4 HANA
Infosys
ON
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades…
Added 56 mins ago
FSM Consultant
Infosys
ON
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades…
Added 56 mins ago
Quality Engineering Lead
Infosys
BC
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades…
Added 56 mins ago
Bilingual Customer Care Representative
PFG | Performance Good Group
Richmond, BC
As a Customer Care Representative, you will ensure that proper care is taken at every touch point of the customer experience. You will resolve routine customer inquiries while providing…
Added 56 mins ago
SAP Security – S/4HANA Migration
Infosys
Quebec, QC
…and adherence to regulatory standards such as SOX and GDPR. Experience in working on SAP Cloud ALM…
Added 56 mins ago
Sr BW Consultant - SAP SAP Trade Promotion Management (TPM)
Infosys
Canada
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades…
Added 56 mins ago
Principal SAP ATTP Consultant
Infosys
Canada
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades…
Added 56 mins ago
Principal SAP PPDS Consultant
Infosys
Canada
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades…
Added 56 mins ago
Lead Consultant-SAP Portal – S/4HANA Migration
Infosys
Quebec, QC
Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
Added 56 mins ago
Principal SAP TMS Consultant
Infosys
Canada
Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

Jobgether

Manager, Customer Care - Support Team

Canada

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

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Original job description

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.

Apply 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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