Manager, Customer Care - Support Team

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.