Manager, Customer Care - Support Team

Job summary

The manager will lead, coach, and mentor a team of contact center agents to ensure high customer satisfaction and operational excellence. They are responsible for setting performance goals, monitoring metrics, and driving strategic initiatives to improve service outcomes across regulated and competitive services.

Job details

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 EPCOR’s Where We Work hybrid program, depending on business needs and upon meeting eligibility requirements. As Manager, Customer Care – Support Team , you’ll play a pivotal role in shaping the customer experience, driving operational excellence, and aligning team performance with Energy Services and EPCOR’s strategic goals. You’ll 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 you're 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. You’ll 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. You’ll 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 you’d be responsible for This position reports to the Associate Director, Customer Care and plays a key role in advancing EPCOR’s 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 center’s 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. What’s 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 EPCOR’s 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 EPCOR’s 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 “@epcor.com” email address. Learn more about Working at EPCOR! Follow us on LinkedIn, X, Glassdoor or Facebook! #LI-MA1 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.

What you’ll do

The manager will lead, coach, and mentor a team of contact center agents to ensure high customer satisfaction and operational excellence. They are responsible for setting performance goals, monitoring metrics, and driving strategic initiatives to improve service outcomes across regulated and competitive services.

Requirements

Candidates must have a post-secondary degree and at least 5 years of experience, preferably within the utility or energy sector. Strong leadership capabilities, proficiency in contact center systems, and a solid understanding of regulatory environments are essential for success.

Benefits

• Hybrid work program • Career development opportunities

Listed skills

• Change Management · Preferred
• Operational Efficiency · Preferred
• Regulatory Compliance · Preferred
• Data analysis · Preferred
• MS-Office · Preferred
• Team Leadership · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer care management
• Contact center operations
• Utility sector expertise
• Team leadership
• Performance management
• Strategic planning
• Data analysis
• Change management
• Stakeholder management
• Coaching and mentoring
• Regulatory compliance
• Genesys
• CIS
• Vertex
• MS Office
• Operational efficiency
• Business Intelligence
• Dashboard
• Mentorship
• Business Process
• Communication
• Management
• Operations
• Operational Excellence
• Team Performance Management
• Benchmarking
• Influencing Skills
• Influencing Without Authority
• Leadership
• Decision Making
• Innovation
• Microsoft PowerPoint
• Microsoft Excel
• Stakeholder Communications
• Continuous Improvement Process
• Team Leadership
• Microsoft Office
• Coaching
• Accountability
• Occupational Safety And Health
• Customer Service
• Strategic Planning
• Business Metrics
• Performance Metric
• Critical Thinking
• Collections
• Call Center Experience
• Business Decisions
• Mental Health
• Billing

Job areas

• Management & Leadership
• Customer Service & Support
• Energy
• Administrative
• Customer Care Support Representative
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers