Powerassist Team Lead

6 days ago

Newmarket, Canada Util-Assist Inc. Full time

**PowerAssist Team Lead**

**Who We Are**:
Util-Assist is a leading consulting and services company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with customer demand for electric vehicles, energy savings, and better customer experiences to produce a dramatic shift in how utilities do business. Util-Assist is at the forefront of that shift.

Our vision is to be the trusted partner in driving digital innovation that reshapes the utility landscape. To bring that vision to life, Util-Assist is leading the way in helping utilities take advantage of the latest developments in utility IT, with growing practices for data analytics and customer experience consulting building on our well-established smart grid procurement and implementation management services. Our managed services division leverages advancements in utility IT systems to deliver a variety of services to utility customers, including outage communications management, managed billing, and AI-enabled substation security monitoring.

Teamwork is key to the success of the Util-Assist family; mutual respect, cooperation, and honesty are hallmarks of our principles. We offer a range of energizing, multi-disciplinary careers in a high-tech industry, with great potential for development and advancement as both the industry and our company continue to grow. Util-Assist’s flexible work environment allows you to work from anywhere, letting you choose the work arrangements that make the most sense for you. We will give you the tools and support to succeed in our business, wherever you are.

We are firmly committed to fostering a welcoming, positive, and diverse workplace. Thanks to our outstanding culture, we are the proud recipients of several national and local awards, including the Employee Recommended Workplace Award (three years running), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.

**What We Need**:
The Team Lead, PowerAssist assists the Supervisor in the management of the quality, training and administration of a 24/7/365 Call Centre. The incumbent responds to and assists Call Centre Representatives to resolve customer inquiries consistent with company guidelines and customer service standards.

**What You’ll Do**:

- Support the Control Room and Call Centre Representatives in order to meet client service levels
- Generate and communicate daily status update reports at shift change to allow for a proper handover
- Initiate on-call coverage and contact the first-level of support when call volumes or other activity levels escalate
- Provide leadership and training on the outage management, customer information and AMI systems for each utility client
- Provide orientation and training for new hires and ongoing coaching to Call Centre Representatives
- Report staffing issues and contribute to employee evaluation and development discussions
- Create new process documentation and update existing documentation to reflect updated operational requirements
- Assist Call Centre Representatives with customer inquiries and act as the first point of contact for escalations
- Call recording evaluations and coaching
- Mid and year-end reviews with employees by inputting and collaborating with Supervisors

**What You Will Bring**:
**Skills**:

- Advanced customer service and communication skills with the ability to respond calmly in emergency situations
- Advanced problem-solving skills
- Advanced coaching skills
- Advanced multi-tasking skills
- Advanced organization skills
- Intermediate MS Office and keyboarding skills

**Knowledge**:

- Advanced knowledge of Call Centre practices and customer service quality metrics
- Advanced knowledge of Control Room operations
- Intermediate knowledge of the Employment Standards Act
- Intermediate knowledge of the Ontario Electrical Safety Code

**Experience**
- 3-5 years’ experience in a Call Centre role
- 3-5 years’ experience in the utility industry

**Working Conditions**:

- Hybrid office environment
- A successful SIN along with a police vulnerability check is required

**What We Offer**:

- A competitive base salary
- Work-life balance with flexible working arrangements (including working from home)
- The opportunity to work with an innovative company that is on the leading edge of technology
- Plenty of opportunity for career advancement in a fast-growing company
- A results-driven environment
- True team collaboration
- A fun, social, award-winning culture

**Company Benefits**:

- EAP (Employee Assistance Program)
- Hybrid workforce
- Flexible working hours
- Career development opportunities
- Parental leave top-up
- Three (3) month waiting period to be enrolled into benefits for a full-time employee
- Benefits (through Sun Life) - 100% employer paid
- Visi

  • Powerassist Team Lead

    2 weeks ago

    Newmarket, Ontario, Canada Util-Assist Inc. Full time

    PowerAssist Team LeadWho We Are:Util-Assist is a leading consulting and services company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with customer...

  • Powerassist Intern

    4 weeks ago

    Newmarket, Canada UTIL-ASSIST Full time

    PowerAssist Intern **Who We Are**: Util-Assist is a leading consulting and services company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with...

  • Powerassist Agent

    3 weeks ago

    Newmarket, Canada UTIL-ASSIST Full time

    PowerAssist Agent (3) **Who We Are**: Util-Assist is a leading consulting and services company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with...

  • Operations & Client Success Manager

    3 weeks ago

    Newmarket, Canada Oomple Full time

    Our top utility solutions client on the Oomple platform is seeking a highly motivated Manager to oversee the daily operations of their PowerAssist and SecureAssist services. As a Manager, you will be responsible for effective resource planning and staffing strategies, maintaining strong client relationships, and providing exceptional customer...

  • Contact Centre Manager

    4 weeks ago

    Newmarket, Canada Util-Assist Inc. Full time

    **CONTACT CENTRE MANAGER** **Who We Are**: Util-Assist is a leading consulting company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with customer...

  • Team Lead

    4 weeks ago

    Newmarket, Ontario, Canada Roots Full time

    Team Lead Upper Canada - Store 280, 17600 Yonge St, Newmarket, Ontario, Canada Req #101 Tuesday, March 12, WHY JOIN ROOTS? Roots is not only a brand, it's a culture and lifestyle. We look for dynamic individuals who are not only interested in retail and fashion, but who enjoy challenges and share our vision for a safer, cleaner, healthier planet. In...

  • Team Lead

    1 month ago

    Newmarket, Ontario, Canada Roots Full time

    Team Lead Upper Canada - Store 280, 17600 Yonge St, Newmarket, Ontario, Canada Req #101 Tuesday, March 12, WHY JOIN ROOTS? Roots is not only a brand, it's a culture and lifestyle. We look for dynamic individuals who are not only interested in retail and fashion, but who enjoy challenges and share our vision for a safer, cleaner, healthier planet. In...

  • Team Lead

    2 months ago

    Newmarket, Canada A&W | AWGTA Full time

    Be part of a mature, fun leadership team and excel your career with A&W! A&W takes pride in offering our employees a working environment that is based on respect and listening. Everyone's efforts and results are recognized and celebrated. We are looking for a fun and experienced leader who loves A&W as much as they love leading a diverse team from their...

  • Team Lead

    4 weeks ago

    Newmarket, Canada Conspiracy Comics Full time

    **About the role** The Team Lead assists in the operational functions of the store and motivates the team to meet sales goals. The Team lead reports directly to the Store Manager and provides leadership and support when the manager is unavailable. We’re a long time family business with deep roots in the community but also with an eye to expansion and we...

  • Inn Team Lead

    4 weeks ago

    Newmarket, Canada Inn From The Cold Full time

    **Team Lead Position** Inn From the Cold (IFTC) is a non-profit charitable organization located in Newmarket, ON. We provide a range of services and programming to address homelessness, the risk of homelessness, poverty, and social isolation in our community. This is a part-time (15+ hours per week) with the possibility for more hours dependent on the...

  • External Team Lead Position

    1 week ago

    Newmarket, Canada Inn From The Cold Full time

    **External Team Lead Position** Inn From the Cold (IFTC) is a non-profit charitable organization located in Newmarket, ON. We provide a range of services and programming to address homelessness, the risk of homelessness, poverty, and social isolation in our community. This is a part-time (20 hours per week) position. You will be working alongside the IFTC...

  • External Team Lead Position

    1 week ago

    Newmarket, Canada Inn From The Cold Full time

    **External Team Lead Position** Inn From the Cold (IFTC) is a non-profit charitable organization located in Newmarket, ON. We provide a range of services and programming to address homelessness, the risk of homelessness, poverty, and social isolation in our community. This is a part-time (20 hours per week) position. You will be working alongside the IFTC...

  • External Team Lead Position

    2 weeks ago

    Newmarket, Canada Inn From The Cold Full time

    Inn From the Cold (IFTC) is a non-profit charitable organization located in Newmarket, ON. We provide a range of services and programming to address homelessness, the risk of homelessness, poverty, and social isolation in our community. This position’s hours range from 20-30 per week, depending on seasonal requirements. You will be working alongside...

  • RECE - Team Lead Position

    4 weeks ago

    Newmarket, Canada Upper Canada Child Care Full time

    We have a Lead position at Meadowbrook, effective September. This is 6 hr/day and staff will also be on program. Upper Canada Child Care - “A smile on each child’s face…every day.” We are currently recruiting Registered Early Childhood Educators or equivalent (Child and Youth Worker or OCT Member) for a Team Lead Position inNewmarketat the...

  • RECE - Team Lead Position

    2 weeks ago

    Newmarket, Canada Upper Canada Child Care Full time

    We have a Lead position at Meadowbrook, effective September. This is 6 hr/day and staff will also be on program. Upper Canada Child Care - “A smile on each child’s face…every day.” We are currently recruiting Registered Early Childhood Educators or equivalent (Child and Youth Worker or OCT Member) for a Team Lead Position inNewmarket at the...

  • RECE - Team Lead Position

    4 weeks ago

    Newmarket, Canada Upper Canada Child Care Full time

    We have a Lead position at Meadowbrook, effective September. This is 6 hr/day and staff will also be on program. Upper Canada Child Care - “A smile on each child’s face…every day.” We are currently recruiting Registered Early Childhood Educators or equivalent (Child and Youth Worker or OCT Member) for a Team Lead Position inNewmarketat the...

  • Licensed Realtors

    2 weeks ago

    Newmarket, Ontario, Canada Faris Team Full time

    Salary: Contractor - CommissionedHERE WE GROW AGAINAre you ready to work for the highest producing real estate team in both volume and umber of sales? Canada's #1 Real Estate Team is seeking Realtors in Bradford & Newmarket, and you may be the one we are looking for We are seeking passionate and motivated individuals to join our team of Professional, Loving,...

  • Full Time Team Lead

    2 weeks ago

    Newmarket, Canada Ren's Pets Depot Full time

    Ren’s Pets will accommodate the needs of people with disabilities in the hiring process. Ren’s Pets is here for your pet’s best life. We have the best people, perks and pets! **Job description** - Customer Service - Receiving - Inventory Control and Merchandising - Motivate team through the Ren’s vision of Best in Customer Experience - Lead and...

  • Licensed Realtors®

    2 weeks ago

    Newmarket, Canada Faris Team Full time

    Salary: Contractor - CommissionedHERE WE GROW AGAIN!Are you ready to work for the highest producing real estate team in both volume and umber of sales? Canada's #1 Real Estate Team is seeking Realtors® in Bradford & Newmarket, and you may be the one we are looking for! We are seeking passionate and motivated individuals to join our team of Professional,...

  • Window Cleaner

    2 months ago

    Newmarket, Canada Stone Cliff Window Cleaning Full time

    **Window Cleaner (Team Lead/Supervisor)** **Stone Cliff Window Cleaning Inc. - Newmarket, ON** Do words like honest, dependable, friendly, and hard-working describe you on a **daily **basis? Do you enjoy active work, constantly changing settings, problem-solving, and working in a dynamic team environment? Then **Stone Cliff Window Cleaning **may be the...