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Added 11 mins ago
Director, Cyber Security Operations
Global Relay
Vancouver, BC
Full-time
…industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms,…
Added 13 mins ago
Human Resources Information System Analyst
Kelly Services (Canada), Ltd.
Calgary, AB
Contract
…HR systems, as well as ensuring accurate, secure, and timely data management across the entire employee life cycle - from onboarding through…
Added 13 mins ago
Development Manager
International Needs Canada
Hamilton, ON
Full-time
…translate it into an implementable and measurable annual plan, and lead a team to execute…
Added 13 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 15 mins ago
Senior Advisor, Workforce Planning & Organizational Effectiveness
WestJet Group
Calgary, AB
…workforce planning across WestJet Group’s indirect workforce, using data, forecasting, and business insights to align workforce supply and demand with financial and operational priorities.…
Added 15 mins ago
Quality Engineer III
TD
Toronto, ON
Full-time
Treasury Technology within TD Data is building a modern enterprise data platform on Microsoft Azure, leveraging technologies such as Databricks, ADLS, ADF, and Airflow to enable scalable,…
Added 15 mins ago
Financial Crime Risk Investigator II (5330)
TD
Toronto, ON
Full-time
Conduct data analysis, manipulation and interpretation looking for patterns and anomalies
Added 15 mins ago
Business Portfolio Manager
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
Full-time
Lead portfolio financial management, including forecasting, actuals/variance analysis, cost allocation, capitalization/amortization, resource costing, benefits tracking, and reconciliation…
Added 15 mins ago
Delivery Team Manager
MAP
Toronto, ON
…world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts…
Added 29 mins ago
In-Business Risk Data Lead Analyst -VP
Citi
Mississauga, ON
Full-time
This role is part of the Markets Data Risk Execution team, focusing on supporting risk management controls, data quality governance, and issue management across Markets.
Added 29 mins ago
Sr. Business Systems Consultant
CIBC
Toronto, ON
Full-time
…ensure you meet project needs. Build strong relationships, lead discussions, listen and ask the right questions to ensure solutions meet requirements. Primarily working with Rates desk but…
Added 29 mins ago
Senior Developer, Development Services
BDO
Toronto, ON · Oakville, ON · Markham, ON
Full-time
Lead the implementation of cloud-based solutions using APIs, messaging, and event-driven architectures, for integrations ensuring reliable data exchange across internal and external…
Added 42 mins ago
Vendor Relationship Manager - Property Claims
Aviva Canada
Markham, ON
Full-time
…on managing risks associated with vendor outsourcing, using data to deliver successful business outcomes and identify areas of…
Added 43 mins ago
Human Resources Information System Analyst
Infotree Global Solutions
Montreal, QC
Contract
As a key member of the HR Analytics & Insights team, the HRIS Analyst serves as a strategic partner to HR stakeholders and IT functions across Americas. This role is responsible for the…
Added 43 mins ago
Digital Marketing Specialist
RONCO Safety (PPE Manufacturing)
Toronto, ON · Greater Toronto Area, Canada
Full-time
Hands-on experience with website content management systems, CRM platforms, email marketing tools and web analytics; experience supporting B2B lead generation and sales follow-up is…
Added 43 mins ago
DC Operations Analyst
ROBINSON
Calgary, AB · Greater Calgary Metropolitan Area
Full-time
…Management, Business Administration, Industrial Engineering, Data Analytics, or a related field. (An equivalent combination of education and experience will also be…
Added 44 mins ago
Solution Analyst II/Senior
Wawanesa Insurance
Toronto, ON · AB · Winnipeg, MB · Moncton, NB · Kitchener, ON · Montreal, QC · Vancouver, BC · Dartmouth, NS · Calgary, AB · ON · Hybrid - Canada, ON · North York - Toronto, ON (Hybr, ON · Edmonton, AB (Hybrid), AB
…location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered…
Added 44 mins ago
Data Conversion Lead
IKO North America
Mississauga, ON
Full-time
The Global Data Conversion Lead will collaborate closely with ERP project leadership, Business Process Owners, Business Analysts, the Master Data Management team, Data Engineering,…
Added 44 mins ago
Actuarial Specialist
Gore Mutual Insurance
Toronto, ON · Cambridge, ON · Vancouver, BC
Strong knowledge of actuarial pricing techniques, predictive modelling, and data analytics.
Added 44 mins ago
Environmental Data & GIS Innovation Lead (Program Admin Officer 4)
The Government of Nova Scotia
Halifax, NS
Reporting to the Manager of Drinking Water and Water Resources, the Environmental Data and GIS Innovation Lead will play a pivotal role in driving data-driven environmental solutions,…
Added 44 mins ago
Infrastructure Architecture - Senior Professional I
Fiserv
Toronto, ON
Full-time
· Lead and support MySQL database design and optimization to enable platform growth and scalability.
Added 44 mins ago
Senior Principal DSX Data Scientist
Roche
Mississauga, ON · Canada Pharma Campus
Full-time
You lead large-scale, cross-functional initiatives that redefine how clinical, operational, or real-world data are processed, visualized, and interpreted for decision-making
Added 58 mins ago
Manager, Collections
Rogers Bank
NB · Grand-Sault/Grand Falls, NB
Full-time
Proven ability to use analytics and data-driven insights to improve business performance and customer outcomes.
Added 58 mins ago
Investigative Auditor - Medicaid Fraud Division
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
Full-time
Evaluate and analyze claims data, medical records, and financial records
Added 58 mins ago
Senior Digital Media Planner
Canspan BMG Inc.
Montreal, QC
Full-time
Lead calls and communicate clearly with clients about their advertising programs. Explaining strategy, performance, and data to clients with various amounts of knowledge about digital…

Jobgether

Manager, Customer Care - Support Team

Canada

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

Apply About employer

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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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