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Added 7 mins ago
SP
Commercial Leasing Manager
Southwest Properties
Halifax, NS
- Full-time
As Commercial Leasing Manager, you will be responsible for the strategic leasing, financial performance, tenant relations, and operational oversight of Southwest Properties’ commercial…
Added 7 mins ago
TC
Registered Dietitian
The Corporation of the County of Lambton
Sarnia, ON
- Full-time
Assist in interpreting surveillance findings to guide program planning, risk assessments, and evidence-informed decision-making in nutrition and health promotion initiatives.
Added 7 mins ago
Area Manager II, YYZ4
Amazon
Brampton, ON
As an Area Manager II at an Amazon fulfillment center, you'll act as a strategic leader overseeing upto 80 associates while driving department level operational improvements. You'll conduct…
Added 22 mins ago
E
Cloud Technical Program Manager
Entrust
Canada
- Full-time
Entrust is currently looking for a Cloud Technical Program Manager to join our team. This position is based in our Shakopee, Minnesota, Ottawa, Canada, or Paris, France office and will…
Added 22 mins ago
Portfolio Asset Manager
Infrastructure Ontario
Toronto, ON
Infrastructure Ontario is seeking a Portfolio Asset Manager to provide strategic leadership in the stewardship, optimization, and long-term sustainability of the Government Real Estate…
Added 37 mins ago
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Mortgage Specialist
BMO
Richmond Hill, ON
- Full-time
Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
Added 52 mins ago
CO
Manager, Transit Operations
City of Burlington
Regina, SK · Transit Operations Centre
- Full-time
The Manager will provide strategic planning and input into development of business plans and performance metrics to ensure achievement of business objectives.
Added 52 mins ago
IMIT Business Analyst - HIM Coding Classification & Terminology Standards
Nova Scotia Health and IWK Health
All Locations, Nova
…IMIT applications aligned with NS Health’s and its client’s strategic mission, vision and goals. The BA performs a variety of tasks, including but not limited to evaluation of requests for…
Added 1 hour ago
National Accounts Manager
ASSA ABLOY
London, ON · Mississauga, ON
Dock Products Canada is seeking an experienced and results-driven National Accounts Manager to develop, manage, and grow strategic customer relationships across Canada.
Added 1 hour ago
OT
Director, FICC, Global Trading – Total Fund Management
Ontario Teachers' Pension Plan
Toronto, ON
- Full-time
…reporting directly to the Managing Director of Global Trading. As manager of the FICC trading team, you will provide leadership and drive strategic decision making in collaboration with the…
Added 1 hour ago
UC
Guidewire Transformation Manager
Us3 Consulting
Toronto, ON
- $160,000 to $195,000 CAD / year
- Full-time
We are looking for an accomplished Guidewire Transformation Manager to play a pivotal role in delivering a major technology modernization initiative within the Canadian Property & Casualty…
Added 3 hours ago
J
Senior Product Manager - LPO & Analytics
Jobgether
Canada
- Full-time
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Product Manager – LPO & Analytics based in Canada.
Added 3 hours ago
A
IT Infrastructure Project Manager
Alithya
QC · QC, Canada
- Full-time
En tant que gestionnaire de projet - infrastructure TI, vous dirigerez des initiatives de modernisation, de migration, de sécurité et de déploiement d’infrastructures TI. En coordonnant les…
Added 3 hours ago
TM
Manager Admin & Operations
Toronto Metropolitan University
Toronto, ON
- Full-time
The Image Centre is seeking a Manager, Administration and Operations. Working in close collaboration with the Director, this role will provide strategic and operational guidance to support…
Added 3 hours ago
OP
Nuclear Operator in Training
Ontario Power Generation
Pickering, ON
- Full-time
Ontario Power Generation (OPG) is looking for a dynamic, strategic and results-driven professional to join our team in the role of Nuclear Operator in Training.
Added 3 hours ago
A
Coordinator, People & Culture Hotel Operations - Global, Raffles & Fairmont
Accor
Toronto, ON
- Full-time
…teams, and ensuring the timely execution of operational and strategic priorities. The successful candidate will be highly proactive, organized, and capable of independently managing…
Added 3 hours ago
BT
Senior Manager, Indirect Tax
Baker Tilly Canada
Vancouver, BC
- Full-time
We are seeking a Senior Manager or Director, Indirect Tax to join our growing Tax practice in Toronto or Vancouver. This is a leadership role focused on indirect tax advisory, compliance,…
Added 3 hours ago
NB
Mortgage Developement Manager
National Bank of Canada
Quebec, QC
- Full-time
Development Manager, you support clients through one of the most important
Added 4 hours ago
A
Coordinator, People & Culture Hotel Operations - Global, Raffles & Fairmont
AccorCorpo
Toronto, ON
- Full-time
…teams, and ensuring the timely execution of operational and strategic priorities. The successful candidate will be highly proactive, organized, and capable of independently managing…
Added 4 hours ago
IE
Manager, Supply Chain & Innovation
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
The Manager, Supply Chain Analytics & Innovation reports to the Senior Director, Supply Chain Operations and partners with Supply Chain leaders to identify, design and implement…
Added 5 hours ago
A
Lead Portfolio Manager - Relocate to Saudi Arabia, Permanent Expat Relocation Package
aramco
Calgary, AB
- Full-time
We are seeking a Lead Portfolio Manager to join the Portfolio Management Department (PMD).
Added 5 hours ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 5 hours ago
CO
Manager Policy and Risk Management
City of Saint John
Saint John, NB
- Full-time
The Manager Policy and Risk Management is responsible for research and analysis, policy and procedures, and risk management.
Added 6 hours ago
T
Account Manager
Tru
Toronto, ON
- Full-time
Tru Inc. is hiring an Account Manager for an immediate permanent opportunity. This role is ideal for someone with strong experience in client services, digital marketing, technology…
Added 8 hours ago
B
Senior Sales Manager
BoomerangFX
ON · Ontario, Canada
- Full-time
Reporting to the CEO, as the Senior Sales Manager, you will play a pivotal role in driving strategic revenue growth, forming influential partnerships, and expanding our market presence…

Closed listing

Jobgether

Manager, Customer Care - Support Team

Canada

Full-time

This opening has closed.

The original listing is kept below for reference.

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About employer

Job details

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

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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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