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Added 10 mins ago
Actuary and Underwriting Lead
Volkswagen Group Canada Inc.
Pickering, ON
Full-time
Full-time Employees Of Volkswagen Financial Services Enjoy These Benefits
Added 10 mins ago
Manager, Programs & Client Services
True North Society
Strathmore, AB
Full-time
True North is seeking a full-time Manager, Programs and Client Services to lead our client services team through an exciting period of growth for our organization. With a new facility…
Added 10 mins ago
Assistant Contracts Manager
Maple Reinders
Mississauga, ON
$85,000 to $110,000 CAD / year
Full-time
Maple Reinders Constructors is looking to hire an Assistant Contracts Manager to join its Legal Group at its head office in Mississauga, Ontario. This is a full-time, salaried role.
Added 10 mins ago
Reservations Sales Agent | Luxury Villa Rentals
Rental Escapes
Montreal, QC
Full-time
…will be asked to manage existing customer relationships and/or direct inquiries. You will interact with customers over the phone and through…
Added 10 mins ago
Assistant Operations Manager – Seafood & Fishing Operations
Umanist NA
Vancouver, BC
$75,000 to $95,000 CAD / year
Full-time
We are seeking a hands-on Assistant Operations Manager to support the Senior Vice President of Operations in the day-to-day management of logistics, fleet coordination, and seafood plant…
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
With our expanded pipeline system now in place, Trans Mountain provides enhanced direct access for Canadian crude oil to world markets. The expansion realizes a world-class system for oil…
Added 11 mins ago
Compliance Lead (Remote)
Geotab
Canada
Take full ownership of drafting, reviewing, and continuously improving key ethics and compliance policies and procedures - including our Code of Conduct, Anti-Corruption & Anti-Bribery,…
Added 26 mins ago
Aquatics and CYF Programs Director
YMCA of Greater Toronto
Toronto, ON · Scarborough, ON
Full-time
…staffing, and volunteer engagement. Responsible for fostering professional growth, ongoing training, and certification for Supervisors, program staff and volunteers, while providing direct…
Added 26 mins ago
Water Consultant
Culligan of Canada
Ontario · Brampton, ON
$60,000 to $100,000 CAD / year
Full-time
Culligan offers a full line of water treatment products for every problem. We provide the dependable service and technical expertise that has made Culligan the water solution choice for…
Added 26 mins ago
Financial Controller
Lazer
Remote, Canada
Full-time · Remote
…accounting function and strengthen the financial systems that support our growth. Reporting to the CFO and partnering closely with our Finance Manager, you will own and execute the close,…
Added 26 mins ago
Community Services Manager
House of Friendship
Waterloo, ON
Full-time
This is a permanent, salaried, full-time (37.5 hours per week) position with paid sick time, personal days, vacation time; group health benefits and defined contribution pension plan.…
Added 40 mins ago
Manager, Customer Care - Support Team
Jobgether
Canada
Full-time
This is a full-time permanent opportunity offering meaningful leadership responsibility and career development within a unionized environment.
Added 40 mins ago
Associate, Acquisitions
CentreCourt
Toronto, ON
Full-time
Preparing financial analysis and development pro formas to support investment decisions; develop expertise across the full development lifecycle, including acquisitions, rezoning, design…
Added 40 mins ago
Sales Operations Manager
TP
Toronto, ON
Full-time
Coach their direct report and second level towards their professional development through 1x1 and others.
Added 40 mins ago
Associate, Business
CentreCourt
Toronto, ON
Full-time
Prepare financial analysis and development pro formas to support decision-making across the full development lifecycle, including acquisitions, rezoning, design development, sales/leasing…
Added 40 mins ago
Business Development Manager
Barney River
Toronto, ON
Full-time
The successful candidate will be a natural relationship builder and proactive sales professional who is comfortable prospecting, networking, presenting, negotiating, and closing business.…
Added 40 mins ago
Speech-Language Pathologist
ABC Autism Services Inc.
Kamloops, BC
Full-time
Role Description The Speech-Language Pathologist is a full-time, on-site role based in Kamloops, BC. This position involves assessing speech, language, and communication needs of children…
Added 40 mins ago
Receptionist
Nour Private Wealth (NPW)
Oakville, ON
Full-time
Answer incoming calls and respond to inquiries in a professional, positive manner.
Added 40 mins ago
New Grad Leasing Agent
CLV GROUP
Hamilton, ON
Full-time
You will join us in a full time, permanent role and begin your journey in the field, gaining first hand insight into how high performing real estate organizations operate, make decisions,…
Added 42 mins ago
Corporate Store Supervisor I
Bulk Barn
BRADFORD, ON
Facilitate and assist with placing Warehouse and Direct Store Delivery (DSD) orders.
Added 42 mins ago
Corporate Store Supervisor I
Bulk Barn
Dartmouth, NS
Facilitate and assist with placing Warehouse and Direct Store Delivery (DSD) orders.
Added 56 mins ago
Manager, Customer Care - Support Team
Jobgether
Canada
Full-time
This is a full-time permanent opportunity offering meaningful leadership responsibility and career development within a unionized environment.
Added 1 hour ago
Project Manager/Leader - Senior - RQ00766
S M Software Solutions Inc
Toronto, ON
Full-time
…and service change requests, and ensuring successful and on-time deployment of…
Added 1 hour ago
Junior Power Distribution Technologist
WSP in Canada
Calgary, AB
Full-time
From supporting new customer connections to helping modernize critical electrical infrastructure, you’ll play a direct role in delivering reliable power solutions that support communities,…

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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