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Added 11 mins ago
Manager, Collections
Rogers Bank
NB · Grand-Sault/Grand Falls, NB
Full-time
We are seeking a strategic and analytical leader with experience in collections, credit risk, or financial services who can leverage data, technology, and customer insights to drive…
Added 11 mins ago
Branch Supervisor
Kerr Controls & Kerr Smart Energy
Saint John, NB
Full-time
…Brunswick location. This is an exciting opportunity for a motivated leader who thrives in a fast-paced environment and is passionate about developing people, growing sales, and delivering…
Added 11 mins ago
Consultant - Internal Audit, Assurance - New Grad - 2027 - Multiple Locations
Deloitte
Vancouver, BC
Full-time
Collaborate with clients to understand their operations, strategic objectives, risks, and control environments while helping develop practical, value-driven recommendations.
Added 11 mins ago
Business Development & Marketing Manager
Gowling WLG
Ottawa, ON
Full-time
As a member of the BDM team, this market-focused role requires a passionate and experienced leader who excels at building meaningful relationships within the Firm and valuable connections…
Added 11 mins ago
Community Relations Manager (2026-10811)
Verve Senior Living
Toronto, ON
Full-time
Participates and contributes during the operations meeting. Attends regional sales and marketing meetings.
Added 11 mins ago
Sales Arborist & General Manager
The Real Tree Masters Inc.
Milton, ON
Full-time
This role is well suited to an experienced Arborist, Sales Arborist, Estimator, Crew Leader, Operations Manager or Arboriculture professional who is ready to take on broader responsibility…
Added 11 mins ago
CNC Machinist - Rotational Shifts only + Benefits package + Paid time off +Shift Premium+ RRSP benefits
Husky Technologies
Bolton, ON
Full-time
…materials by running/programming machines to perform the proper operations and by reading and interpreting…
Added 11 mins ago
Tax Intern – Tax Technology & AI Enablement-EN
CAE
Montreal, QC
Full-time
Added 11 mins ago
CNC Machinist - Rotational Shifts only + Benefits package + Paid time off +Shift Premium+ RRSP benefits
Husky Technologies
Bolton, ON
Full-time
…materials by running/programming machines to perform the proper operations and by reading and interpreting…
Added 11 mins ago
Import Coordination Administrator
TIMBER MART
Langley (District), BC · Langley, BC
Full-time
…Administrator (ICA) is responsible for the management of the operations and processes of the importation function at TIMBER MART and for providing advice and innovation on the topic of…
Added 11 mins ago
Talent Acquisition Sourcer
Nakisa
Montreal, QC
Full-time
Nakisa is a global leader in AI-powered enterprise software for Human Resources, Financial Management, and Commercial Real Estate (CRE). Our cloud platform powers mission-critical…
Added 11 mins ago
Sales Manager Ontario
DMC Recruitment Group
Vancouver, BC
Full-time
…responsibility. This is a progressive opportunity for a sales leader who wants room to stretch, learn and grow alongside an ambitious…
Added 11 mins ago
Executive Director
Alberta Students' Executive Council
AB · Edmonton, AB
Full-time
…mission. The Executive Director serves as the administrative leader of ASEC, responsible for oversight of all elements of day-to-day operations, organizational relationships, and Board…
Added 11 mins ago
Stagiaire en conception électrique / Electrical Designer Intern-EN
CAE
Montreal, QC
Full-time
…sectors? You want to join a world-class company and industry leader with projects to which you would be proud to contribute? Come share your passion with…
Added 11 mins ago
Systems Analyst 2 (Telephony)
Surrey Police Service
Surrey, BC
Full-time
…software maintenance, to assist the organization in becoming a leader in public…
Added 12 mins ago
Material Handler - Edmonton South (Temporary)
Groupe Touchette
Edmonton, AB
Full-time
Groupe Touchette is Canada's largest tire distributor. With over 45 years of experience and 40 distribution centers across several provinces, we are now the market leader.
Added 12 mins ago
Healthcare Warehouse Associate - Day Shift / Associé d'entrepôt en soins de santé - Quart de jour
BioScript Solutions
Oakville, ON
Full-time
…together, with our third-party logistics and A&D Wholesale operations, we’re proud to be a Canadian leader in specialty health…
Added 12 mins ago
Executive Pastry Chef
AccorHotel
Vancouver, BC
Full-time
Extensive professional pastry and bakery experience, with progressive leadership responsibility in luxury hotels, high-end restaurants, or similarly complex culinary operations
Added 12 mins ago
Retail Shift Leader
Canna Cabana
Saskatoon, SK · Circle Drive, Saskatoon, SK
Part-time
Provide assistance to store management in supervising and facilitating the daily operations of the store
Added 12 mins ago
Account Supervisor
SALT XC
Toronto, ON
…You are both a trusted advisor to clients and a day-to-day leader for your team, balancing hands-on delivery with coaching and…
Added 12 mins ago
Lead Hand Chemistry - Point of Care (Ottawa)
Abbott Laboratories
Ottawa, ON
$62,250 to $91,300 CAD / year
Full-time
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and…
Added 24 mins ago
Key Holder (PT) - Edmonton
UNTUCKit
AB · Edmonton, AB
Part-time
We're looking for a results-oriented leader who thrives in a performance-driven retail environment and leads from the sales floor. This role is ideal for a motivated leader who knows how to…
Added 26 mins ago
HR Business Partner (contract)
Sobeys
Burnaby, BC
Contract
The HRBP is responsible for aligning business objectives with employees and management in our Retail Operations. The position serves as a strategic partner, consultant and advisor to…
Added 26 mins ago
C-GE-470 - Spécialiste d’intégration Défense et sécurité-EN
CAE
Montreal, QC
Full-time
…sectors? You want to join a world-class company and industry leader with projects to which you would be proud to contribute? Come share your passion with…
Added 26 mins ago
C-GE-900 – Développeur(se) Engin Unreal-EN
CAE
Montreal, QC
Full-time
…sectors? You want to join a world-class company and industry leader with projects to which you would be proud to contribute? Come share your passion with…

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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