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Added 11 mins ago
Manager, Client Reporting
RBC
Toronto, ON
Full-time
…that can help our clients thrive and communities prosper. We care about each other and collectively work hard to reach our potential, make a difference to our communities, and achieve…
Added 11 mins ago
Branch Manager, Bloor & Grenview Branch
RBC
Toronto, ON
Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 11 mins ago
Audit Manager, ICFR Operations, Internal Audit
RBC
Bedford, QC · Halifax, NS
Full-time
As Audit Manager, ICFR Operations, Internal Audit, you will assist the transformation of RBC’s Next Generation of SOX, supporting the ongoing SOX IT control testing across RBC Enterprise.…
Added 11 mins ago
Senior Manager, ICFR Operations, Internal Audit
RBC
Bedford, QC · Halifax, NS
Full-time
As Senior Manager, ICFR Operations, Internal Audit, you will lead the transformation of RBC’s Next Generation of ICFR testing, supporting the ongoing IT SOX / FDICIA control testing across…
Added 11 mins ago
Assistant Branch Manager
Kawartha Financial Services
Brockville, ON
Full-time
Assistant Branch Manager (Permanent, Full-time)
Added 11 mins ago
Client Excellence Specialist
Dexterra
Mississauga, ON
$85,000 to $1,000,000 CAD / year
Full-time
As Manager, Client Excellence, you will lead and continuously improve the Client Excellence Program, connecting client feedback and relationship insights to measurable business outcomes.…
Added 11 mins ago
Apprentice Automotive Technician, Calgary (Edmonton Trail)
Fountain Tire
Calgary, AB
Other
We take care of you and your family with our impressive health, dental and vision benefits
Added 11 mins ago
Professional Services Consultant (Bilingual)
AlayaCare
Montreal, QC
…transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients. With 600+ employees across Canada, the US,…
Added 11 mins ago
Field & Channel Marketing Manager
Solink
Remote, Canada
Full-time · Remote
Solink is looking for a Field & Channel Marketing Manager to own the event calendar and field marketing strategy across a specific region or channel. Rather than running one event at a…
Added 11 mins ago
GARAGE - Seasonal Sales Associate - CrossIron Mills
Groupe Dynamite, Inc Garage
Rocky View No 44, AB · Rocky View County, Alberta
Part-time
Reporting to the Store Manager, you’ll be the face of our brand. As a Seasonal Sales Associate, your focus is creating an elevated shopping experience - whether it’s styling customers in…
Added 11 mins ago
Store Manager
Homes Alive Pets
Winnipeg, MB
This isn't your average pet store. Our stores are community hubs built on a belief in a higher standard for pet care – and our team is the reason why. We take a brand-agnostic,…
Added 11 mins ago
Cook
Cogir Senior Living
Kawartha Lakes, ON · Lindsay
Part-time
Cogir Senior Living manages retirement residences across the country. We offer a range of senior living options including independent living, assisted living and memory care.
Added 11 mins ago
Customer Service Manager
Gould Furniture & Appliance
Dryden, ON
$22 to $25 CAD / hour
Full-time
…for generations, helping families furnish their homes with care, confidence, and…
Added 25 mins ago
Senior Manager, Domestic Tax
Doane Grant Thornton LLP
Barrie, ON
Full-time
…community. We employ about 3000 people across Canada, and we truly care about our colleagues, our clients and the communities where we work and live. That’s what’s most important to us.…
Added 25 mins ago
Animal Resources Division Manager – Montreal General Hospital Site
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
Full-time
Added 25 mins ago
Assistant Branch Manager
Kawartha Financial Services
Brockville, ON
Full-time
Assistant Branch Manager (Permanent, Full-time)
Added 25 mins ago
Manager, Privately Held Business Group
Doane Grant Thornton LLP
Mississauga, ON
Full-time
…community. We employ over 3000 people across Canada, and we truly care about our colleagues, our clients and the communities where we work and live. That’s what’s most important to us.…
Added 25 mins ago
Human Resources Information System Analyst
Kelly Services (Canada), Ltd.
Calgary, AB
Contract
The HR Services team is committed to delivering excellent client care while upholding the highest standards of integrity in HR operations. The team ensures that every touchpoint in the…
Added 25 mins ago
Development Manager
International Needs Canada
Hamilton, ON
Full-time
…role leads it. Reporting to the Director of Operations, the Manager will build and own the organization's marketing, communications, and fund development strategy, translate it into an…
Added 25 mins ago
FP&A Manager
HEALWELL AI (TSX: AIDX)
Toronto, ON
Full-time
HEALWELL AI is a healthcare technology company focused on AI and data science for preventative care. The company's mission is to improve healthcare and save lives through early…
Added 25 mins ago
Senior Copywriter
Omnicom Precision Marketing
Toronto, ON
Full-time
We need you for your talent, your perspective, and your experience. We don't care where you've been, only where you want to go.
Added 27 mins ago
Registered Nurse, Cardiac Services - Interventional Cardiology - Cardiac Cath Lab - Royal Columbian Hospital
Fraser Health
New Westminster, BC
Part-time
Dismantles tables in accordance with care and handling instructions of special instruments and Occupational Health and Safety regulations. Participates on nursing committees, care…
Added 27 mins ago
Business Operations - Business Operations Specialist
F12.net
Calgary, AB
The Purpose: Reporting to the Business Operations Manager, the Business Operations Specialist will be responsible for evaluating, improving, and maintaining our organization's core…
Added 27 mins ago
Store Manager
Homes Alive Pets Internal Job Board
Winnipeg, MB
This isn't your average pet store. Our stores are community hubs built on a belief in a higher standard for pet care – and our team is the reason why. We take a brand-agnostic,…
Added 27 mins ago
Building Administrator
Larlyn Property Management
London, ON
Part-time
Reporting to the Property Manager, the Building Administrator acts as the on-site representative of the management company and is responsible for managing all aspects of maintenance…

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.

Apply About employer

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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