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Added 12 mins ago
Actuary and Underwriting Lead
Volkswagen Group Canada Inc.
Pickering, ON
Full-time
The Actuary & Underwriting Lead plays a pivotal role in shaping the insurance portfolio through expert risk assessment, pricing strategy, and financial modeling. This position blends deep…
Added 12 mins ago
Project Manager - IT III
Robertson & Company Ltd.
Toronto, ON
Contract
Lead end-to-end delivery of data, AI, and technology initiatives from initiation through production
Added 12 mins ago
Process Performance and Operational Readiness - Senior Eng.
Systemex Industries Conseils
Montreal, QC
Full-time
Join Systemex as a Senior Engineer – Process Performance & Operational Readiness, acting as a technical advisor to mining and mineral processing clients. You will support operations from…
Added 12 mins ago
Quality engineer (AEM)
Insight Global
Toronto, ON
$50 to $55 CAD / hour
Contract
Define comprehensive QA strategies aligned with business objectives and technical roadmaps; develop test plans, test cases, and acceptance criteria in collaboration with product owners,…
Added 12 mins ago
Director, Technology Services
University of Toronto
Toronto, ON
$106,705 to $177,843 CAD / year
Full-time
…field of information systems and technology, with demonstrated technical knowledge/skills in a wide range of client/server environments, internet/intranet technologies, and data and…
Added 12 mins ago
Senior Project Manager
Ontario Ministry of Transportation/ Ministère des Transports de l’Ontario
ON · Ontario, Canada
$86,379 to $127,288 CAD / year
Full-time
…while advancing your career through meaningful leadership, technical excellence, and project delivery experience on projects of provincial significance…
Added 12 mins ago
Supervisor, Operations – Parks
Town of Whitby
Whitby, ON
$127,432 to $144,809 CAD / year
Full-time
Ensure compliance, including training and documentation, with technical regulations and legislation, including but not limited to the Occupational Health & Safety and the Highway Traffic…
Added 12 mins ago
Technical Program Manager
Envision Technology Solutions
Toronto, ON
Full-time
Job Title: Technical Program Manager / Technical Program Lead
Added 12 mins ago
Senior Accounting Advisor
ExcelGens, Inc.
Montreal, QC
Contract
Lead technical accounting assessments and communicate recommendations to senior stakeholders.
Added 12 mins ago
Senior Advisor, Controllership
eTeam
Montreal, QC
$70 to $76 CAD / hour
Contract
· Lead technical accounting assessments and prepare clear, practical recommendations for stakeholders and leadership.
Added 12 mins ago
Assemblers (6 Month Temporary)
General Dynamics Mission Systems–Canada
Ottawa, ON
$19.92 to $23.64 CAD / hour
Full-time
…additional security requirements in order to gain access to technical data, classified areas or information that is subject to international regulations. You must be eligible to work in…
Added 12 mins ago
Deals - Tax Real Assets Portfolio | Senior Associate
PwC UK
London, ON
Full-time
…complex tax matters across the deal lifecycle, providing both technical expertise and commercial…
Added 12 mins ago
Directeur de service/Directrice de service
Groupe AGÉCO
Montreal, QC
Full-time
10+ years of relevant experience, including at least 3 to 5 years in a role combining technical expertise and team coordination
Added 12 mins ago
Project Manager, Docking Work Periods (Ship Repair)
Duke
Levis, QC
$140,000 to $160,000 CAD / year
Full-time
…a complex ship repair environment, integrating contractual, technical, schedule, cost, quality, risk, and stakeholder requirements through Davie’s strong matrix model. The Project Manager…
Added 12 mins ago
Product Manager / Gestionnaire de Produits
Systemex Automation
Laval, QC
Full-time
…automation products. Acting as the link between the market and technical teams, you will translate customer and business needs into product requirements and work closely with engineering,…
Added 12 mins ago
React JS developer
Ampstek
Vancouver, BC
Contract
Lead the design and development of scalable web and mobile applications using React, React Native, and TypeScript. Drive front-end architecture, engineering best practices, reusable…
Added 12 mins ago
Sr BW Consultant - SAP SAP Trade Promotion Management (TPM)
Infosys
Mississauga, ON
$92,740 to $105,008 CAD / year
Full-time
We are seeking an experienced SAP TPM & BW/4HANA consultant to lead the design, architecture, and delivery of enterprise-wide Trade Promotion Management, Customer Business Planning, Trade…
Added 12 mins ago
Senior Financial Reporting Analyst
Robertson & Company Ltd.
Mississauga, ON
$85,000 to $110,000 CAD / year
Full-time
…CPA to transition into an industry setting, applying their technical expertise to support financial reporting, project accounting, and process…
Added 12 mins ago
Supervisor, Operations - Roads/Traffic
Town of Whitby
Whitby, ON
$127,432 to $144,809 CAD / year
Full-time
You are a strong leader who motivates and guides individuals and teams and holds them accountable for results. You lead, motivate, and supervise effectively in a complex, unionized work…
Added 13 mins ago
Project Manager – Conditon Assessment
GHD Group Pty Ltd
Calgary, AB
…Condition Assessment within the Business Advisory group, you will lead projects that evaluate asset performance, identify risks, and support clients in making informed investment and…
Added 13 mins ago
CA Product Category & Vendor Relations Specialist - CAD/CAM and Digital Lab
Henry Schein
Niagara-on-the-Lake, ON
Full-time
Lead and coordinate new product introductions, product transitions, discontinuations and commercialization plans.
Added 13 mins ago
Manager, Underwriting Operations - Commercial Small Business
Wawanesa Insurance
AB · Winnipeg, MB · Wawanesa, MB · Vancouver, BC · Calgary, AB · Edmonton, AB (Hybrid), AB
Lead and provide mentorship by finding opportunities in providing coaching, technical guidance, and development support to underwriting professionals to enhance performance, engagement, and…
Added 13 mins ago
Senior Advisor, Marketing
NorQuest College
Edmonton, AB
Membership within CMA, IABC, etc or digital certifications will be considered an asset along with Technical certifications.
Added 13 mins ago
Senior Client Service Associate, Toronto, ON
Scotiabank
Toronto, ON
…may also at times be requested to support Directors & Group Lead and Vice Presidents in the Commercial Banking…
Added 13 mins ago
Manager, Analytics and BI
Scotiabank
Toronto, ON
Lead analyses on loyalty customer behaviour, including Scene+ engagement, earn and burn activity, redemption patterns, product engagement, customer value, and lifecycle behaviours.

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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