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Added 10 mins ago
Project Manager - IT III
Robertson & Company Ltd.
Toronto, ON
Contract
Robertson is seeking a skilled Project Manager - IT III to join our client in support of an existing vacancy.
Added 10 mins ago
CRM Campaign Coordinator
Shell
Toronto, ON
Full-time
Working closely with the CRM Manager, internal teams, and external partners, this role is responsible for managing campaign briefs, coordinating execution across channels, and ensuring a…
Added 10 mins ago
Project Management Intern
Arup
Toronto, ON
Full-time
Develop, with the oversight of the Project Manager, change documentation or other contractual documents between the client and the design team
Added 10 mins ago
Coordonnateur(trice) marketing bilingue / Bilingual Marketing Coordinator
Cineplex
Montreal, QC
Full-time
Added 11 mins ago
Senior Advisor, Marketing
NorQuest College
Edmonton, AB
Reporting to the Manager, Digital Marketing, the Sr. Advisor, Marketing provides a comprehensive range of marketing support and services for internal clients across the College, including…
Added 11 mins ago
Commercial Analyst
Trans Mountain
Calgary, AB
Reports to: Manager, Commercial Asset Management
Added 11 mins ago
PROGRAM COORDINATOR TECHNOLOGY SERVICES - COMMITTEE & COUNCIL
City of Toronto
Toronto, ON
Reporting to the Manager, Office of the Chief Technology Officer, the Program Coordinator, Technology Services – Committee & Council will support high-impact programs focused on Committee…
Added 26 mins ago
SAP Data Management Senior Manager
PwC
Toronto, ON · Ottawa, ON · Vancouver, BC · Calgary, AB
Full-time
As an SAP Data Management Senior Manager, unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. We are looking for an experienced SAP Data…
Added 41 mins ago
Project Manager/Leader - Senior - RQ11559
S M Software Solutions Inc
Toronto, ON
Internship
We are looking for a highly experienced Senior Project Manager/Leader to manage large-scale, complex, high-profile, and high-risk projects for OPS Gov Tech ON initiatives. The ideal…
Added 41 mins ago
Solutions Architect
Akkodis
Toronto, ON
Contract
…organizational requirements and at the discretion of the Hiring…
Added 41 mins ago
Engineering Manager - Frontend - Krak
Kraken
Canada
Full-time
We’re looking for a hands-on Engineering Manager to lead a cross-functional Consumer pod focused on building and scaling core Krak experiences. This leader will guide a team of Frontend…
Added 41 mins ago
Manager, Customer Care - Support Team
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 Manager, Customer Care - Support Team based in Canada.
Added 41 mins ago
Marketing and Communications Manager
pointA
Toronto, ON
Full-time
Reporting to the Executive Director, the Marketing and Communications Manager leads pointA’s integrated marketing, design, and communications function. This hands-on role aligns pointA’s…
Added 41 mins ago
Sales Operations Manager
TP
Toronto, ON
Full-time
Job Role & Profile: B2B Sales Assistant Manager
Added 41 mins ago
Manager, Medical Services
WorkSafeBC
Kelowna, BC
Full-time
As Manager, Medical Services, you will provide leadership and strategic direction for the delivery of medical advisory services, ensuring practices and programs align with organizational…
Added 41 mins ago
Senior Manager, Software Development - Tangerine
Tangerine
Toronto, ON
Full-time
Reporting to the Head of Engineering, Wealth the Senior Manager of Engineering is responsible for providing leadership and direction on end-to-end technology design and implementation.…
Added 42 mins ago
Supervisor, Client Care
Toronto Community Housing or Toronto Seniors Housing
Toronto, ON
…location is flexible, while considering operational and service delivery…
Added 42 mins ago
Supervisor – Electrical Assembly
Tigercat | MacDonald Steel
Brant, ON
Reporting to the Plant Manager, the Assembly Supervisor is responsible for leading the operations of the afternoon shipping / receiving and assembly department, including Wire Harness and…
Added 56 mins ago
ISE Program Manager
GeoSpectrum Technologies, Inc
Port Coquitlam, BC
Full-time
The Program Manager acts as ISE's primary representative for both domestic and international customers, playing a key role in bringing complex technology programs from proposal to delivery.…
Added 56 mins ago
Senior Instructor, Academic Studies
Government of Nunavut Recruitment
Iqaluit, NU
Full-time
Reporting to the Manager, Community Programs, the Senior Instructor, Academic Studies provides educational leadership and supports the administration and delivery of the Academic Studies…
Added 56 mins ago
Manager, Customer Care - Support Team
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 Manager, Customer Care - Support Team based in Canada.
Added 56 mins ago
Environmental Health & Safety Coordinator, Winter 2027 (Co-op/Internship) - 4 Months
BMO
Toronto, ON · YNG
Full-time
Supports the planning, development, implementation, and ongoing delivery of Corporate Real Estate (CRE) initiatives and programs to support a consistent and exceptional employee experience.…
Added 1 hour ago
Project Manager/Leader - Senior - RQ00766
S M Software Solutions Inc
Toronto, ON
Full-time
Job Title: RQ00766 - Project Manager/Leader - Senior
Added 1 hour ago
Software Developer – CRM – Intermediate - RQ10976
S M Software Solutions Inc
Toronto, ON
Full-time
Client: Ministry of Public and Business Service Delivery and Procurement - RQ10976
Added 1 hour ago
Manager, Service Desk
Legislative Assembly of Ontario / Assemblée législative de l’Ontario
Toronto, ON
Full-time
We are actively seeking a high-impact Contract Service Desk Manager to lead and elevate our frontline IT support operations. This role demands a leader who can drive the development and…

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.

Accountabilities

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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More about this job

Responsibilities

You will lead, coach, and develop front-line customer care professionals while managing contact center operations within a utility environment. The role involves driving operational strategy, analyzing performance metrics, and collaborating with cross-functional stakeholders to improve service delivery.

Requirements

Candidates must have a post-secondary degree in a relevant field and at least 5 years of professional experience, including leadership roles within the utility or energy sector. Proficiency in contact center systems and strong analytical, communication, and change management skills are essential.

Skills

Customer care management
Team leadership
Operational strategy
Data-driven decision-making
Performance management
Contact center operations
Process improvement
Stakeholder management
Utility sector knowledge
Change management
Analytical skills
Regulatory compliance
Coaching and mentoring
Critical thinking
Safety leadership
Microsoft Office

Benefits

Hybrid work arrangement
Professional growth and development
Leadership experience
Cross-functional exposure

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Utility Sector
Contact Center
Operations Management
Leadership
Performance Metrics
Data Analysis
Change Management
Regulatory Compliance
Genesys
CIS
Vertex
BI Dashboards
Occupational Health and Safety
Billing
Collections
Strategic Planning
Stakeholder Engagement
Process Improvement
Team Development

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