Customer Care Manager: Energy Services (Hybrid)

EPCOR Utilities Inc.; Edmonton; On-site; CAD 90,000 - 120,000; Full time

Job summary

EPCOR Utilities Inc. in Edmonton, AB is seeking a Manager, Customer Care - Support Team to lead a front-line group within Energy Services.

The role focuses on driving customer experience, operational excellence, and aligning team performance with EPCOR’s strategic goals. You will manage a unionized contact center, coach managers and staff, and collaborate with internal stakeholders to deliver reliable service across regulated and competitive services.

Qualifications

• Post-secondary degree in business, economics, operations management, or related field.
• 5+ years of experience in 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.
• Must have prior leadership experience demonstrating capability to execute and deliver results as a manager in a busy utility environment.
• Proven ability to gather and analyze complex data to inform business decisions and implement operational improvements.
• Be a change champion ensuring successful collaboration and implementation of new business processes within a contact centre.
• Ability to communicate insights clearly across technical and non-technical audiences.
• Demonstrating strong safety leadership and 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.

Responsibilities

• Recruit, mentor, and lead a high-performing team of Contact Centre agents.
• Oversee inbound calls for the Energy Services Contact Centre and support team calls.
• Lead recruitment and onboarding for CSCs to ensure smooth transition to full performance.
• Define and manage changes to contact center processes, policies and procedures.
• Collaborate with cross-functional stakeholders to understand needs and opportunities.
• Monitor and report performance metrics and drive improvements.
• Provide technical oversight on projects for operational efficiencies and strategic improvements.
• Ensure regulatory compliance and safety in all contact centre activities.

Skills

Leadership

Team leadership

Data analysis

Change management

Communication

Strategic planning

Education

Post-secondary degree in business or related field

Tools

Genesys

CIS

Vertex

BI dashboards

Job description

EPCOR Utilities Inc. in Edmonton, AB is seeking a Manager, Customer Care - Support Team to lead a front-line group within Energy Services.

The role focuses on driving customer experience, operational excellence, and aligning team performance with EPCOR’s strategic goals. You will manage a unionized contact center, coach managers and staff, and collaborate with internal stakeholders to deliver reliable service across regulated and competitive services.