Supervisor, Contact Centre

Join our team
Supervisor, Contact Centre (Non-Union)
Full-time, 35 hours/ week, Hybrid
At Alectra, we’re not just about powering communities; we’re about empowering our people. We prioritize well-being through a culture that fosters collaboration, innovation and continuous growth. We believe in providing a supportive and inclusive environment where everyone can thrive and make an impact.
Are you a dynamic leader with a passion for customer care?
As the Supervisor, Customer Care, you will lead and support the Customer Care team in a call center environment. Your responsibilities will include monitoring daily activities and call quality to maintain consistent operational standards, deliver exceptional customer service, and achieve optimal performance levels. Additionally, you will coach customer care agents to adhere to Quality Assurance Scores, Customer Experience soft skills, digital (written) and quality SLA's on a scorecard, with a strong focus on transitioning the team to digital channels.
What you’ll do
Leadership and Team Development
- Provide leadership and guidance to the Customer Care team, fostering an inclusive and supportive environment.
- Offer coaching, development, performance management, technical guidance, and advice to team members.
- Focus on coaching customer care agents to consistently meet Quality Assurance Scores, develop Customer Experience soft skills, and adhere to digital (written) and quality SLA's on a scorecard.

Operational Management
- Plan, organize, and supervise the activities of the operational unit, including daily activities and call quality.
- Plan staff scheduling and workforce resource utilization to meet productivity targets.
- Develop recommendations to improve operational efficiency and customer service, implementing changes as necessary.
- Focus on pivoting the team to digital channels to enhance customer interaction and support.

Performance Monitoring and Reporting
- Review and analyze department reports on a daily, weekly, and monthly basis.
- Monitor, analyze, and report monthly PBR telephone statistics to achieve or exceed established service level and quality assurance standards.
- Manage key customer service metrics to ensure goals are met.

Customer Interaction and Support
- Assist in resolving customer inquiries by providing first-level responses to escalated calls and completing callbacks promptly.
- Utilize advanced tools and methods to resolve escalated calls effectively.

Policy and Process Improvement
- Communicate changes to policies and procedures to Customer Care staff.
- Evaluate and recommend technological changes to enhance the customer service process.
- Research, recommend, and implement new or enhanced policies, procedures, and processes to improve operational effectiveness.

Compliance and Industry Engagement
- Ensure compliance with legislative, regulatory, and Health & Safety policies, procedures, and standards.
- Stay informed on industry issues, especially government and regulatory policies, and maintain a network of industry stakeholders.

Project Participation
- Lead and/or participate in department projects and key initiatives to ensure quality and timely completion within budget.

**Corporate Values and Conduct**:

- Demonstrate professional conduct and align with Alectra’s core values of safety, teamwork, and customer focus.

**Other Duties**:

- Perform additional tasks as assigned to support operational objectives

Who you are
Education & Specialized Knowledge
- College diploma or university degree in business administration or a related discipline, or equivalent knowledge and experience.
- Advanced knowledge of customer care practices and policies.
- General knowledge of all customer service functions for electric and water services.
- Proficiency with Customer Information Systems (multi-service - electric and water).
- Understanding of the energy and utility industries, including fundamental knowledge of electrical distribution systems.
- Thorough knowledge of regulatory and governmental requirements (OEB, IESO Rules and Regulations, PIPEDA, and OHSA).

Experience
- Minimum 5 years’ experience in a customer service role, including technical/business operations and administration of key account and customer care programs.
- Experience in a unionized utility environment is an asset.

Skills/Abilities/Competencies
- Excellent customer service and interpersonal skills.
- Strong ability to lead change and engage, develop, and motivate teams.
- Strong analytical and problem-solving skills with the ability to provide practical and/or innovative solutions.
- Strong written and presentation skills, with the ability to convey information accurately and concisely.
- Ability to plan, prioritize, and execute multiple projects and initiatives within established timelines.
- Must hold and maintain a valid class “G” driver’s license.

Where you will work
- Hybrid: This role is based in a hybrid environment, allowing for a mix of remote and in