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Added 20 mins ago
Lands Systems and Technology Manager
Government of Alberta
AB
…lands and protected areas. Protected areas are essential to the quality of life that Albertans enjoy. They conserve our natural landscapes and wildlife habitat and offer a broad range of…
Added 20 mins ago
Robotic Welding Operator
Johnson Controls
Nisku, AB
Full-time
Silent-Aire, a division of Johnson Controls, is a global leader in owner equipment manufacturing (OEM) dedicated to providing custom solutions for data center customers. Our product line…
Added 35 mins ago
Production Supervisor - Door Manufacturing
All Weather At Home
Chilliwack, BC
Full-time
This is an opportunity for an experienced production leader to make a meaningful impact every day - supporting people, driving production, protecting quality, and helping create a workplace…
Added 49 mins ago
Employment Documentation Specialist
Peninsula Canada
Toronto, ON
$70,000 to $80,000 CAD / year
Full-time
Peninsula is the global leader in HR and Health & Safety consultancy and software, supporting over 140,000 businesses worldwide. With more than 40 years of experience and offices across…
Added 1 hour ago
Tax Supervisor (FATCA/CRS/Chapter 3)
The Citco Group Limited
Halifax, NS
Full-time
Citco is a global leader in fund services, corporate governance and related asset services with staff across 50 office locations worldwide. With more than $1.8 trillion in assets under…
Added 1 hour ago
Manufacturing Engineering Technologist
Diamond Aircraft
London, ON
Diamond Aircraft Industries is a globally recognized leader in general aviation, known for cutting-edge design, innovation, and a strong commitment to safety and sustainability. With…
Added 2 hours ago
Manager, Privately Held Business Group
Doane Grant Thornton LLP
Mississauga, ON
Full-time
Acting as a leader in the business unit, service line, and firm by actively contributing to the development and execution of the office business plan
Added 2 hours ago
Quality Engineer III
TD
Toronto, ON
Full-time
The QA III would be a senior role responsible for leading end-to-end quality engineering strategy and execution across the platform. The role requires developing and leading test…
Added 2 hours ago
Financial Crime Risk Investigator II (5330)
TD
Toronto, ON
Full-time
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of…
Added 3 hours ago
Project Manager, Sales Enablement & Executive Customer Engagement
Husky Technologies
Bolton, ON
Full-time
…values. We are dedicated to offering our customers the highest quality products and services and are looking for people with the inspiration and talent to develop with us as we pursue our…
Added 3 hours ago
Pouch: Packer
Winpak
Winnipeg, MB
Full-time
Winpak is a leading supplier of innovative packaging solutions, known for providing high-quality products that meet the needs of a variety of industries, including food and beverage,…
Added 3 hours ago
Design Manager, Airport
AECOM
Mississauga, ON
$160,000 to $200,000 CAD / year
Full-time
Leads and coordinates quality reviews to ensure design compliance with program scope and technical requirements.
Added 3 hours ago
International Tax Partner - ITAX
RSM Canada
Calgary, AB
Full-time
…people management efforts. This role involves delivering high-quality tax services, mentoring emerging leaders, and staying current on regulatory developments while ensuring effective…
Added 3 hours ago
Senior Water Resources Engineer
Recruitment By Design
ON · Ontario, Canada
$115,000 to $165,000 CAD / year
Full-time
Our client, a global leader in sustainable engineering, architecture and environmental consulting, is seeking a Senior Water Resources Engineer to join their team in Markham, with…
Added 3 hours ago
Administrative Coordinator, Faculty of Graduate Studies
University of Calgary
Calgary, AB
Full-time
The Coordinator contributes directly to the quality, consistency, and effectiveness of FGS team operations and service delivery. The role also supports governance committee coordination,…
Added 3 hours ago
Enterprise NAS & Object Storage Specialist
TD
Toronto, ON
Full-time
Interact with clients to provide quality service/solutions consistent with objectives and client requirements
Added 3 hours ago
Software Engineer II
TD
Toronto, ON
Full-time
…Analysts, Testers and Product partners focused on delivering high-quality technology solutions that create business value. Your work will contribute directly to the modernization,…
Added 3 hours ago
Customer Experience Associate Future Opportunities (Mandarin / Cantonese an Asset)
TD
Markham, ON
Part-time
Deliver quality customer experiences and recommend operational improvements where opportunity exists to improve and achieve operational excellence
Added 3 hours ago
Customer Experience Associate
TD
Orleans, ON
Part-time
· Deliver quality customer experiences and recommend operational improvements where opportunity exists to improve and achieve operational excellence
Added 3 hours ago
Customer Experience Associate
TD
Ottawa, ON
Part-time
· Deliver quality customer experiences and recommend operational improvements where opportunity exists to improve and achieve operational excellence
Added 3 hours ago
Customer Support Analyst
EcoOnline
Toronto, Ontario
$50,000 to $56,000 CAD / year
Full-time
…clients and our software products, ensuring a seamless and high-quality support…
Added 4 hours ago
Manager, Programs & Client Services
True North Society
Strathmore, AB
Full-time
…all programs and received nearly 2,000 calls to our crisis line. We know that leaving an emergency shelter is only the beginning, and that without safe and affordable housing, too many…
Added 4 hours ago
General Labourer
Tenaris
Edmonton, AB
…according to applicable procedures, complying with defined safety, quality and operations…
Added 4 hours ago
Director, Dealer Finance Operations
Conexus Credit Union
Regina, SK
Full-time
We’re looking for a strategic, execution-focused leader to come on board as our Director, Dealer Finance Operations in Regina, Saskatchewan. You will work closely with the Vice President,…
Added 4 hours ago
Manager, Customer Care - Support Team
Jobgether
Canada
Full-time
This role offers an opportunity to lead customer care operations within a complex utility environment while directly shaping service quality and team performance.

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.

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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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