Manager, Customer Care

Highlights of the job

We are hiring a

Manager, Customer Care

[

Full-Time, Permanent

]

position

working out of Edmonton, A

B

.

This position may be eligible to participate in EPCOR's

Where We Work

hybrid program, depending on business needs and upon meeting eligibility requirements.

As a

Manager, Customer Care

, you'll play a pivotal role in shaping the customer experience, driving operational excellence, and aligning team performance with Energy Services and EPCOR's strategic goals. You

'll

lead by example, set clear expectations, and apply your utility expertise and strategic benchmarking to deliver results. As part of a visible and high-impact team, your contributions help shape long-term strategy and improve service outcomes for thousands of customers. If you're passionate about leading people, optimizing systems, and making a measurable difference

–

this is a role where you can thrive and grow.

This role offers a unique opportunity for career development

and is

ideal for someone eager to grow in a management capacity within a

unionized environment

. You'll gain

cross-functional

exposure to how Business Units interact across EPCOR, working in close partnership with Energy Services and other

internal stakeholders.

Your leadership will directly influence customer care operations, team culture, and service delivery across regulated and competitive services.

As a people-focused leader

within Energy Services Contact Centre for regulated and competitive services

,

your primary focus is to prov

ide leadership

;

coach and mentor

a team of front-line CSCs and team lead(s)

;

set performance goals and metrics

while

ensuring high customer satisfaction and strong team dynamics

.

You

'll

bring utility expertise, a strategic mindset, and a collaborative approach to managing stakeholder relationships and adapting to evolving business needs and regulatory requirements

aimed towards

ensuring

an

efficient and effective customer care operations.

What you'd be responsible for

This position reports to the

Senior Manager, Customer Care

and plays a key role in advancing EPCOR's strategic vision by recruiting, mentoring, and leading a high-performing team of Contact Centre agents.

Your key responsibilities include

(but are not limited to these):

• Acting as a key contributor to the

Customer Care plan

ned initiative

s and directions,

while demonstrating a strong understanding of overall EPCOR Utilities Inc. (EUI) and Energy Services strategic direction.
- Strengthening collaboration amongst Managers in Energy Services and positioning the Contact Center as a key partner to other

cross-functional

stakeholders/

Utility Associates while seeking to understand their needs and create effective solutions.
- Setting SMART performance objectives; c

oaching and managing

team

performance

to ensure quality of outcomes that align or exceed performance expectations or metrics.
- Monitoring and reporting established performance metrics

; bridging performance gaps

for customer care operatio

ns to efficiently address concerns or shifting priorities of all EPCOR Business Units served

and external stakeholders

(AUC, Fortis, City of Edmonton, and Capital Power)

.
- Providing

technical

expertise and oversight over projects related to operational efficiencies within

Customer Care as well as

initiatives or projects that are inter-

related or cross-functional, which shape lon

ger term strategic improvements and influence decision making.
- Defining, review

ing,

recommending

and managing

changes to contact center's processes, policies and procedures to mitigate risks, ensur

ing

efficient service delivery,

continuous improvement of customer experience and employee engagement

as well as

compliance to

regulatory

standards and

requirements.
- Liaising

with industry, academia and other utilities regarding best practices in customer care including work from home

and

hybrid

arrangements and psychological and

mental health considerations

.
- Oversee

ing and managing

inbound calls for the Energy Services Contact Centre

(

including RRO

(

ROLR), HYBRID and

Mid-Market

).
- Leading or supporting recruitment and onboarding for new CSCs, ensuring a smooth transition from training to full performance

for all aspects of inbound services for the Energy Service Contact Centre

.

What's required to be successful

• A post-secondary degree in business, economics, operations management, or a related field (a diploma may be considered).
• 5+ years

of cumulative experience, including

direct exposure to electricity, energy, or utility sectors

–

particularly in billing, collections, or customer service

.
- Solid understanding of

call center infrastructure and utility operations

.
- Demonstrated ability to

lead teams with purpose

, align decisions with EPCOR's mission, and

foster a culture of accountability and innovation

.
- Proven ability to

gather and analyze complex data

to inform business decisions and implement operational improvements.
- Ability to

communicate insights clearly across technical and non-technical

audiences.
- Demonstrating strong

safety leadership and critical thinking

skills, with a solid understanding

of regulatory environments and Occupational Health & Safety principles

.
- Proficiency in

MS Office tools

(Excel, Word, PowerPoint) and experience with data platforms, BI dashboards, and databases.
- Hands-on experience with systems such as Genesys, CIS, and Vertex.

As a successful Manager, Customer Care, you bring a collaborative leadership style, a strong track record of performance, and a commitment to EPCOR's purpose

–

making intentional decisions that support our mission and vision.

Other important facts about this job

Jurisdiction: MGMT

Hours of work: 80 hours biweekly

Target Audience

:

Open to internal and external candidates.

Current EPCOR Employees, please ensure that you are using your

""

email address.

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Working at EPCOR

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Please note the following information:

• A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required

. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
- A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
- To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.

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