Business Optimization Analyst - Customer Operations

ATCO; Edmonton; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading utility provider in Edmonton is hiring two Business Optimization Analysts for 2-year terms. The role involves identifying inefficiencies and improving customer experiences through process optimization and training within the Customer Care & Billing teams. Candidates should have a degree in Business Management or related fields, along with 2-5 years of relevant experience. This position offers competitive compensation, flexible benefits, and the potential for permanent opportunities.

Benefits

Competitive compensation

15 days paid vacation

5 additional flex paid days off

Flexible benefits from first day of employment

Qualifications

• 2-5 years of experience in utility operations, customer service, process analysis, or billing support.
• Understanding of AUC regulations and customer account processes is an asset.
• Certifications in relevant fields are considered assets.

Responsibilities

• Lead or support process improvement initiatives across customer support and billing functions.
• Apply change management practices to help teams adopt new tools and systems.
• Drive improvements in customer service and call center operations.

Skills

Process improvement

Analytical skills

Strong communication

Problem-solving

Education

Bachelor’s degree in Business Management, Information Technology, or related fields

Tools

Microsoft Office 365

Salesforce

Power BI

Job description

Your opportunity is here – two unique ways to make an impact.

Location: Edmonton, AB (Downtown)

Term: 2 years

What We Offer:

• Competitive compensation
• Full Time; Mon – Fri (Hybrid)
• 15 days paid vacation
• 5 additional flex paid days off
• Flexible benefits from first day of employment
• A culture based on caring, integrity, agility, collaboration, and safety
• This term position has the potential to open the door to permanent opportunities within our company
  
  

Why Work Here

At ATCO Gas, we don’t just deliver natural gas — we deliver trusted service and community connection. Our Customer Operations team is central to that promise. Whether you’re supporting front-line service or ensuring billing accuracy, your work directly improves the experience of thousands of Albertans every day.

About The Role

We’re hiring two Business Optimization Analysts (2-year terms) to support our Customer Care & Billing teams. You’ll help identify inefficiencies, implement new tools, and coach internal teams on best practices — all with the goal of improving how customers experience ATCO.

We’re looking for curious, people-focused professionals with a passion for process improvement and change enablement.

What You Get to Do:

For Both Positions:

• Lead or support process improvement initiatives across customer support and billing functions
• Apply change management practices to help teams adopt new tools and systems
• Create or update standard operating procedures (SOPs) and training documentation
• Facilitate or support training sessions, coaching, and quality assurance
• Collaborate across departments to improve customer experience, employee performance, and workflow efficiency
  
  

Customer Care Analyst:

• Drive improvements in customer service and call centre operations
• Coach and mentor Customer Care Representatives and Administrative Coordinators
• Identify root causes of service complaints, escalations, and training gaps
• Support onboarding and delivery of training programs
  
  

Back Office & Billing Analyst:

• Investigate billing discrepancies, distribution charges, and AUC tariff issues
• Improve back-office workflows for bill processing, adjustments, and reconciliations
• Liaise with regulatory and finance teams to ensure data accuracy and compliance
• Recommend system or process improvements base on root cause analysis
  
  

What You Bring:

• Bachelor’s degree or diploma in Business Management, Information Technology, Education or equivalent combination of education and experience
• 2–5 years of experience in utility operations, customer service, process analysis, or billing support
• Understanding of AUC regulations, Alberta’s deregulated energy market, and customer account processes (asset)
• Certifications such as CBAP, PMI-PBI, Change Management, Root Cause, or Train-the-Trainer are considered assets
• Proficiency in Microsoft Office 365, Salesforce, Power BI, iGrafx, telephony systems, and Customer Care & Billing platforms (asset)
• Strong communication, analytical, and problem-solving skills
  
  

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

ATCO Gas is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at www.atco.com. ATCO is proud to be an equal opportunity employer. Visit our website for more information.

ATCO is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or any other characteristic protected by law.Visit our website for more information.

In the spirit of reconciliation, we acknowledge the traditional territories and homelands on which many of our ATCO operations and facilities are located. We honour and respect the diverse history, languages, ceremonies, and culture of the Indigenous Peoples who call these areas home.

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