Manager, Customer Care Support Team

Highlights of the job

We are hiring a Manager Customer Care - Support Team Full-Time Permanent position working out of Edmonton AB. This position may be eligible to participate in EPCORsWhere We Workhybrid program depending on business needs and upon meeting eligibility requirements.

As Manager Customer Care Support Team youll play a pivotal role in shaping the customer experience driving operational excellence and aligning team performance with Energy Services and EPCORs strategic goals. Youll lead by example set clear expectations and apply your utility expertise and strategic benchmarking to deliver results. As part of a visible and high-impact team your contributions help shape long-term strategy and improve service outcomes for thousands of customers. If youre passionate about leading people optimizing systems and making a measurable difference this is a role where you can thrive and grow.

This role offers a unique opportunity for career development and is ideal for someone eager to grow in a management capacity within a unionized environment. Youll gain cross-functional exposure to how Business Units interact across EPCOR working in close partnership with Energy Services and other internal stakeholders. Your leadership will directly influence customer care operations team culture and service delivery across regulated and competitive services.

As a people-focused leader within Energy Services Contact Centre for regulated and competitive servicesyour primary focus is to provide leadership; coach and mentor a team of front-line Service Consultants Support team and Service Consultants Customer Care and team lead(s); set performance goals and metrics while ensuring high customer satisfaction and strong team dynamics. Youll bring utility expertise a strategic mindset and a collaborative approach to managing stakeholder relationships and adapting to evolving business needs and regulatory requirements aimed towards ensuring an efficient and effective customer care operations.

What youd be responsible for

This position reports to the Associate Director Customer Care and plays a key role in advancing EPCORs strategic vision by recruiting mentoring and leading a high-performing team of Contact Centre agents. Your key responsibilities include(but are not limited to these):

• Acting as a key contributor to the Customer Care planned initiatives and directions while demonstrating a strong understanding of overall EPCOR Utilities Inc. (EUI) and Energy Services strategic direction.
• Strengthening collaboration amongst Managers in Energy Services and positioning the Contact Center as a key partner to other cross-functional stakeholders/Utility Associates while seeking to understand their needs and create effective solutions.
• Setting SMART performance objectives; coaching and managing team performance to ensure quality of outcomes that align or exceed performance expectations or metrics.
• Monitoring and reporting established performance metrics; bridging performance gaps for customer care operations to efficiently address concerns or shifting priorities of all EPCOR Business Units served and external stakeholders (AUC Fortis City of Edmonton and Capital Power).
• Providing technical expertise and oversight over projects related to operational efficiencies within Customer Care as well as initiatives or projects that are inter-related or cross-functional which shape longer term strategic improvements and influence decision making.
• Defining reviewing recommending and managing changes to contact centers processes policies and procedures to mitigate risks ensuring efficient service delivery continuous improvement of customer experience and employee engagement as well as compliance to regulatory standards and requirements.
• Liaising with industry academia and other utilities regarding best practices in customer care including work from home and hybrid arrangements and psychological and mental health considerations.
• Overseeing and managing inbound calls for the Energy Services Contact Centre (including ROLR HYBRID and Mid-Market) as well as support team calls that resolve first level escalations and provide peer support
• Leading or supporting recruitment and onboarding for new CSCs ensuring a smooth transition from training to full performance for all aspects of inbound services for the Energy Service Contact Centre and Support Team.

Whats required to be successful

• A post-secondary degree in business economics operations management or a related field (a diploma may be considered).
• 5 years of cumulative experience including direct exposure to electricity energy or utility sectors particularly in billing collections or customer service.
• Solid understanding of call center infrastructure and utility operations.
• Demonstrated ability to lead teams with purpose align decisions with EPCORs mission and foster a culture of accountability and innovation.
• Must have prior leadership experience demonstrating capability to execute and deliver results as a manager in a busy utility environment
• Proven ability to gather and analyze complex data to inform business decisions and implement operational improvements.
• Be a change champion ensuring successful collaboration and impelmentation of new business processes within a contact centre
• Ability to communicate insights clearly across technical and non-technical audiences.
• Demonstrating strong safety leadership and critical thinking skills with a solid understanding of regulatory environments and Occupational Health & Safety principles.
• Proficiency in MS Office tools (Excel Word PowerPoint) and experience with data platforms BI dashboards and databases.
• Hands-on experience with systems such as Genesys CIS and Vertex.

As a successful Manager you bring a collaborative leadership style a strong track record of performance and a commitment to EPCORs purpose making intentional decisions that support our mission and vision.

Other important facts about this job

Jurisdiction: MGMT

Hours of work: 80 hours biweekly

Target Audience:Open to internal and external candidates.Current EPCOR Employees please ensure that you are using your@email address.

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Please note the following information:

• A requirement of working for EPCOR is that you are at least 18 years of age successfully attained a high school diploma (GED or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position clearance on all applicable background checks (which may include criminal identity educational and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
• To meet the physical demands required of some positions candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.