Supervisor, Services and Escalations

**SUPERVISOR, SERVICES AND ESCALATIONS**

Oshawa Power, a subsidiary of Oshawa Power & Utilities Corporation, and affiliate of fiber optic, district energy and renewable generation businesses, is the local hydro-electric distribution company that supplies electricity to more than 63,000 customers in the city of Oshawa. Located just 45 minutes east of Toronto off the shores of Lake Ontario, Oshawa serves as the economic engine for the Durham Region. Oshawa Power maintains 1000 km of overhead and underground distribution lines within a 150 km2 service territory, operated at 44 and 13.8 kV, supplied by 9 distribution and 3 transmission substations. The organization is committed to the safe, reliable and efficient delivery of electricity through responsible financial management, strategic reinvestment and continuous innovation.

**About this Opportunity**

We pride ourselves on fostering a collaborative and inclusive work environment where every team member can thrive and contribute to our collective success. As we continue to grow, we are seeking a high performing **Supervisor, Services and Escalations** to join our team and support our business transformation initiatives. The successful applicant for this role will be responsible for day-to-day operations in collaboration with our outsourced third-party contact center; including overseeing their performance and ensuring KPIs and standards are met. Responsible in assisting the Operations Excellence Manager with oversight of meter to cash processes and aged accounts. Working as part of the Customer Service Team, they will oversee daily processes, customer escalations and participate in projects to support business operations, maintain compliance, enhance quality and monitor performance in order to improve the customer experience.

**As the successful applicant, you will have the opportunity to**:

- Develop, implement, and manage systems related to customer operations, aged accounts and ensuring business requirements are met;
- Track and analyze leading and laggings KPIs in support of monthly operational scorecard review;
- Participate in the evaluation of processes, procedures, and work methods to identify, recommend and/or implement improvement opportunities, including system enhancements, which maximize results and enhance the customer experience;
- Interpret, build upon and comply with industry quality assurance standards;
- Monitor all customer service interactions to assess demeanor, technical accuracy, performance and conformity to company policies and procedures;
- Identify and action training needs to ensure quality, customer satisfaction and compliance;
- Receive customer service escalations, determine facts, and resolve in a timely and professional manner in accordance with company policies;
- Review delinquent accounts and take timely and appropriate action to reduce collection risk and maximize total collections;
- Track all aged accounts activity in a concise and accurate format;
- Use data to glean insights and information that enable evidence-based decision making on operational activities, customer experience and aged accounts;
- Collaborate with IT to assist in the implementation of systems that support the customer service model;
- Collaborate with other departments and manage vendors to ensure the Customer Service key performance indicators, and strategic objectives are met;
- Assist in developing process controls required to ensure adherence to regulatory compliance with billing and collection processes;
- Maintains working knowledge of Ontario Energy Board (OEB) Regulatory requirements as it pertains to customers, and keeps informed of changes to policies, procedures, reporting requirements, and regulations to ensure compliance
- Other duties as assigned.

**What you have to offer**:

- Post-secondary education Business Administration or related field;
- Minimum of 5 years’ business experience predominantly in a utility environment;
- 5 years progressive experience in a customer service environment preferably in a Supervisory role;
- Knowledge of customer service processes both functional and technical;
- Strong planning, organizational and time management skills;
- Operational experience in a contact center or accounts receivable operations is a strong asset;
- Broad experience in business, customer service and working knowledge of most aspects and best practices of a utility (preferred);
- Exceptional interpersonal and communication skills (written, verbal, presentation);
- Demonstrates ability to develop and maintain effective relationships with internal and external customers and stakeholders;
- Demonstrates ability to multi-task, adapt to on-going change and work in a fast-paced environment;
- Strategic thinker; proven organizational and analytical skills;
- Superior organizational, problem-solving and decision-making skills;
- Fast learner and accepting of change;
- Management and motivational skills;
- Advanced computer skills in