Continuous Improvement Manager

**About Metergy Solutions Inc. (“Metergy”)**

As one of North America’s most experienced submetering providers, Metergy Solutions has brought turnkey solutions to clients for over 20 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multifamily and commercial buildings, and bills and collects the utility consumption.

Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been proven to reduce in-suite energy consumption by an impressive 40%, significantly advancing our clients' decarbonization efforts. This outstanding performance has enabled Metergy to issue green bonds and secure green financing, fueling our sustained growth and creating extraordinary career opportunities for our team.

As the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy boasts over 850,000 contracted meters, issues more than 2 million utility invoices annually, and employs over 400 dedicated team members. Our successful acquisitions have consistently exceeded expectations, unlocking immense growth potential.

Metergy is proudly a portfolio company of Brookfield Infrastructure Partners, one of the world’s largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This partnership provides Metergy with access to substantial capital, infrastructure investment expertise, and a global reach, positioning us for continued success and innovation

**Our Mission**

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.

**Role Overview**

Do you have a passion for customer experience and continuous improvements? As a Continuous Improvement Manager at Metergy Solutions, you will be at the forefront of ensuring that our customer interactions meet the highest standards, and that the overall customer experience is continuously enhanced. You will help shape Metergy's experience in our North American contact centers by leading innovative efforts to implement AI automation, drive customer experience improvements, and uphold the highest quality standards in our contact center operations. This role is perfect for a strategic thinker with a love for innovation and a commitment to excellence.

**Responsibilities**:

- ** Customer Service Delivery Improvements**: Identify and implement opportunities to enhance customer service delivery through process optimization and automation.
- ** Automation Opportunities**: Lead the implementation of AI automation solutions, including chatbots, voice bots, and automated agents, to streamline operations and improve efficiency.
- ** Review Exceptions Handling Metrics**: Analyze exceptions handling metrics to identify areas for improvement and develop strategies to address them.
- ** Drive Continuous Improvement Projects**: Initiate and manage continuous improvement projects aimed at enhancing contact center performance and customer satisfaction.
- ** Monthly Reporting and Analysis**: Oversee the preparation and analysis of monthly reports on department metrics, providing insights and recommendations for improvement.
- ** Increase Customer Experience**: Develop and implement strategies to enhance the overall customer experience, ensuring high levels of satisfaction and loyalty.
- ** Drive Quality in Contact**: Ensure the highest quality standards are maintained in all customer interactions, implementing best practices and continuous training for the team.

**Qualifications**:

- ** Education**: Bachelor's degree in Business Administration, Management, or a related field.
- ** Experience**: Minimum of 5 years exposure to a contact center or call center, with a focus on quality assurance and customer experience improvements.
- ** Skills**: Strong analytical skills, proficiency in AI and automation technologies, excellent communication and leadership abilities, and a proven track record of driving continuous improvement initiatives.
- ** Analytical Skills**: Ability to analyze complex data sets, identify trends, and make data-driven decisions to improve customer experience and operational efficiency.
- ** Marketing Skills**: Experience in developing and implementing customer experience strategies, understanding customer behavior, and leveraging marketing techniques to enhance customer satisfaction.
- ** Managerial Skills**: Ability to lead and motivate a team, manage multiple projects simultaneously, and work collaboratively with cross-functional teams.
- ** Technical Skills**: Proficiency in quality assurance methodologies, tools, and best practices. Familiarity with AI and automation technologies is a plus.
- ** Communication Skills**: Excellent verba