Billing Team Manager — Hybrid Customer Experience

FortisBC; Kelowna; Hybrid; CAD 119,459,000 - 140,490,000; Full time

Benefits offered by this job

Flexible work program

Job summary

FortisBC is seeking a Team Manager for our Kelowna contact centres. You will lead a team of Billing Analysts, guiding performance and delivering high-quality customer experiences across channels.

You’ll coach staff to meet service standards, manage escalations, and drive a culture of continuous improvement in a dynamic energy services environment. The role supports a hybrid work arrangement with potential flex-location days within British Columbia, reporting to the Billing Production Manager.

Qualifications

• Bachelor’s degree or diploma in a related discipline from a recognized program plus two to three years recent, related experience or an equivalent combination of education, training and experience.
• Working knowledge of the utility industry.
• Demonstrated leadership, motivational and staff development skills.
• Strong customer service orientation and problem solving skills.

Responsibilities

• Coordinate, delegate and monitor staff work assignments.
• Establish and monitor individual and team goals, utilizing coaching and motivational techniques to assist employees in their development.
• Participate in the improvement of standards, policies and procedures, leading to the continuous enhancement of service quality and customer satisfaction.

Skills

Leadership

Customer service

Problem solving

Communication

Education

Bachelor’s degree or diploma in a related discipline

Job description

FortisBC is seeking a Team Manager for our Kelowna contact centres. You will lead a team of Billing Analysts, guiding performance and delivering high-quality customer experiences across channels.

You’ll coach staff to meet service standards, manage escalations, and drive a culture of continuous improvement in a dynamic energy services environment. The role supports a hybrid work arrangement with potential flex-location days within British Columbia, reporting to the Billing Production Manager.