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Added 13 mins ago
Fire Alarm Service Manager
Classic Fire + Life Safety
Ottawa, Ontario
Full-time
A great working environment with opportunities for career advancement.
Added 13 mins ago
Academic Application Specialist
SAIT
Calgary, AB
…shape smarter, more connected ways of teaching, learning and working. We’re strategic thinkers, problem-solvers, and innovators who turn big ideas into digital solutions that move SAIT…
Added 13 mins ago
Jr. Continuous Improvement Analyst (Manufacturing)
Wesgar Inc.
Port Coquitlam, BC
Full-time
Wesgar is a leader in the custom sheet metal fabrication industry, specializing in high-mix, low-volume manufacturing for a wide range of global sectors. Based in Port Coquitlam, we pride…
Added 13 mins ago
Mixed Signal IP Integration Engineer – New Grad
Ciena
Ottawa, ON
Full-time
As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by…
Added 13 mins ago
C-GE-917 – Stagaire en analyste et développeur en Intelligence d’affaires
CAE
Montreal, QC
Full-time
Added 13 mins ago
Associate General Counsel, Capital Markets
BMO
Toronto, ON · FCP
Full-time
…procedures, and knowledge of the financial services industry and its environment. Influences and negotiates to achieve business objectives. Works to achieve organizational goals while…
Added 13 mins ago
Senior Analyst – Cyber Threat Intelligence
Brookfield Asset Management
Toronto, ON · Brookfield Place
Full-time
…and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through…
Added 13 mins ago
Senior Analyst – Operations and Assurance
Brookfield Asset Management
Toronto, ON · Brookfield Place
Full-time
…and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through…
Added 13 mins ago
Team Lead - Corporate & Commercial Service Desk & Application Support
BMO
Halifax, NS · Nova_Ctr
Full-time
This is an exciting opportunity for a hands-on leader who thrives in a dynamic environment and is passionate about operational excellence, service delivery, innovation, and people…
Added 13 mins ago
Personal Banking Associate
BMO
Alma, QC
Full-time
As a lobby leader, assists in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice.
Added 13 mins ago
Freelance Makeup Artist – Beauty Ambassador
Brand Momentum
London, ON
$22 CAD / hour
Part-time
…brand loyalty. This position is ideal for someone who enjoys working independently, thrives in customer-facing environments, and wants flexible weekday or weekend…
Added 13 mins ago
Freelance Makeup Artist – Beauty Ambassador
Brand Momentum
Fredericton, NB
$22 CAD / hour
Part-time
…brand loyalty. This position is ideal for someone who enjoys working independently, thrives in customer-facing environments, and wants flexible weekday or weekend…
Added 13 mins ago
Freelance Makeup Artist – Beauty Ambassador
Brand Momentum
Sudbury, ON
$24 CAD / hour
Part-time
…brand loyalty. This position is ideal for someone who enjoys working independently, thrives in customer-facing environments, and wants flexible weekday or weekend…
Added 13 mins ago
Student Estimator
Bird Construction
Ottawa, ON
Full-time
…development areas in a challenging, fun, and supportive work…
Added 13 mins ago
Learning Technical Editor Co-op/Intern
Nokia
Ottawa, ON
Full-time
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing…
Added 27 mins ago
Director, Technology Services
University of Toronto
Toronto, ON
$106,705 to $177,843 CAD / year
Full-time
Seven or more years of progressive responsibility working in the field of information systems and technology, with demonstrated technical knowledge/skills in a wide range of client/server…
Added 27 mins ago
Supervisor, Operations – Parks
Town of Whitby
Whitby, ON
$127,432 to $144,809 CAD / year
Full-time
Our Operational Services team is seeking a strong leader who can motivate, guide and hold staff accountable for results. You lead and supervise effectively in a complex, unionized…
Added 27 mins ago
Specialist, Business Development & Partnerships
Queensway Carleton Hospital
Ottawa, ON
Full-time
Experience working within the Ontario healthcare system or another complex public-sector environment.
Added 27 mins ago
UI ProgrammeR6 SIEGE)
Ubisoft Montréal
Montreal, QC
Full-time
Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed, Rainbow Six to Just Dance and more. We believe…
Added 27 mins ago
CAN Team Leader - British Columbia
Mountain Warehouse
Langley (District), BC · Langley, BC
$19 to $19.5 CAD / hour
Part-time
Are you a confident and passionate leader with a knack for motivating teams to deliver their best? Do you thrive in a fast-paced retail environment where exceptional customer service,…
Added 27 mins ago
Sales Director, Inside Sales
Clover
Mississauga, ON
Full-time
We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and…
Added 27 mins ago
Controller
MNP Executive Search & Professional Recruitment
Brockville, ON
Full-time
…of accounting and financial reporting within a multi-entity environment. Reporting directly to ownership, this newly created role offers the opportunity to build processes, strengthen…
Added 27 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 28 mins ago
Maintenance Supervisor
KONE
Markham, ON
Full-time
Founded in 1910, KONE is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings…
Added 28 mins ago
Partner Manager
Hitachi
Toronto, ON · AB · (DEAI HD) CA Toronto
Full-time
Working very closely with Sales and Sales Management, this individual will need to have strong partner management/sales leadership capabilities and business acumen to develop new…

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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