Contract, Manager, Call Centre

Work Illustration
Reporting to the Senior Manager, Customer Support Centre, the Manager, Call Centre -secondment is responsible for the day-to-day operational leadership in the Customer Services Management team, leading efforts to ensure all business, customer and regulator objectives are met. Additionally, the incumbent is responsible for developing and maintaining performance and quality orientation among all employees and third-party services vendors through implementing quality improvement and performance measures, including individual monitoring, tracking, coaching and performance management.

The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.

Responsibilities
KEY RESPONSIBILITIES:

• Leads long and short-term volume and capacity plans and strategies, in conjunction with vendors, to ensure business and regulatory objectives are met
• Liaises with key stakeholders—including the Office of the President, City of Toronto officials, Toronto Hydro executives and managers, third-party contact centres, legal, and regulatory bodies—to ensure timely resolution of escalated customer issues.
• Weekly Dashboard reporting on Root Cause, analysis on trends, action plans for resolution and ensuring all action items all closed in a timely manner
• Works within performance criteria and standards, measures performance against set standards to ensure all timelines are met.
• Continuously manages, coaches, and engages staff to ensure behaviour and skills are in line with the performance drivers for the business
• Coordinates activities with all stakeholders in the meter to cash process and other areas to develop efficient procedures and customer related procedures and practises to improve communication and productivity
• Researches and implements improvements to management and technology systems and processes to control costs, reduce risk, optimize processes and maximize compliance, competitiveness, customer value and service
• Responsible for overseeing projects or initiatives (or acts as a Subject Matter Expert). Develops functional requirements and solution designs, management controls and measures, tests modifications to ensure a successful launch and ongoing sustained success
• Leads change management strategies for customers and representatives to ensure successful business and customer adoption of all newly implemented technologies, regulations, programs and procedures including the development of effective customer and staff communication strategies
• Leads and directly manages vendors to ensure all performance meets standards and targets are met on a consistent basis; takes action to resolve day-to-day issues as required
• Designs and analyzes reports to gather customer and performance data, and global data to analyse trends, develop recommendations based on the analysis, and implement or discuss with the Manager as needed
• Contributes to the development of evidence to support all regulatory filings, audits and reporting, including gathering and documenting accurate data
• Develops contingency plans to manage unexpected volume surges, equipment failure, labour fluctuations or system unavailability
• Works as part of the meter to cash process to ensure all targets are met, policies and procedures are maintained and developed, including ensuring that all electricity consumed is billed, bills are issued in a timely and accurate manner, collection of billed amounts are optimized, arrears and write offs are reduced, and activities are aligned with organization and customer service objectives
• Supervises departmental activities to comply with required environment, health and safety (EHS) legislation regulations, policies, procedures and practices

Requirements
REQUIREMENTS:

• University degree (Business or Operations Management preferred)
• Five (5) years of progressive experience in customer service, business operations or a combination of both (regulated company experience, preferred)
• Three (3) or more years project management or supervisory leadership experience
• Experience working with automated customer information systems and CC&B
• Deep knowledge expert in query writing, dashboard creation, analytical and mathematical ability to review data for customer resolution
• Demonstrated experience in vendor performance management
• Strong knowledge of laws and regulations governing Ontario's electricity sector, including OEB and ESA codes, as well as privacy legislation such as PIPEDA and MFIPPA.Strong understanding of THESL's business processes, particularly within the Customer Experience Division, including Call Centre operations, Accounts Receivable, and Meter Data Management. Utility standards
• Ability to identify, manage and mitigate risks related to THESL business processes and customer experience
• Demonstrated experience in performance measurement
• Superior and demonstrated customer experience and service skills
• Demonstrated experience in operational effectiveness and efficiency
• Demonstrated conflict and problem-solving skills (i.e. to resolve complex customer related issues)
• Demonstrated ability and experience to effectively manage escalations
• Strong stakeholder and engagement skills
• Strong verbal and written communication skills

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you're having difficulty using our online application system and require accommodation, please email or call Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.