Director of Service (Contact Centre)

Metergy Solutions Inc.; Toronto; On-site; CAD 130,000 - 150,000; Full time

Benefits offered by this job

Health benefits

Health Spending Account

RRSP matching

Learning and development

Paid time off

Summer hours

Social events

Job summary

Metergy Solutions Inc. is seeking a Director of Service to oversee Canada and the U.S. service function, spanning in-house teams and third‑party centers. You will shape the operating rhythm, governance and coaching culture to deliver scalable customer support and continuous improvement.

The role requires 10+ years in customer service and operations, with strong leadership, data-driven decision making and a bias for execution. Based in Canada with a strategic, collaborative mindset.

Qualifications

• 10+ years of progressive experience in customer service, contact centre operations, service operations or related areas.
• Experience leading both in-house and third-party contact centre operations, balancing customer experience with performance.
• Proven ability to lead through people—coaching, trust, clarity and accountability.

Responsibilities

• Lead service operations across Canada and the U.S. with both in-house and third-party centers.
• Set strategy, rhythm, performance expectations and governance for call centres, training, WFM and partners.
• Develop and mentor three direct-report leaders: Call Centre & Training Manager, Vendor Manager and WFM Manager.
• Strengthen training, onboarding, coaching, QA and knowledge management for frontline teams.
• Manage third‑party partners with clear SLAs, issue resolution and continuous improvement plans.
• Use data and customer feedback to drive improvements in processes and customer experience.

Skills

Customer service leadership

Call centre operations

Workforce management

Vendor management

Training and coaching

Quality assurance

Analytical mindset

Cross-functional collaboration

Job description

About Metergy Solutions Inc. (“Metergy”)

Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record. We’re a technology company that drives huge carbon emission reductions. This is a once-in-a-career opportunity.

As one of North America’s most experienced submetering providers, Metergy has brought turnkey solutions to clients for over 45 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings, and bills and collects for the cost of commodities and administrative charges for the services provided. The business model allows for long-term recurring revenue through an innovative Submetering as a Service (SaaS) model. Submetering is proven to reduce in-suite energy consumption by 40%, driving decarbonization efforts for Metergy’s clients. This performance has enabled Metergy to issue green bonds and obtain green financing.

Positioned as the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy has more than 900,000 contracted meters, issues over 4M utility bills annually and has over 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners. Brookfield is one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.

Our Mission

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.

At Metergy, we don’t just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That’s why we’re thrilled to be recognized as Great Place to Work for the third consecutive year! This achievement reflects our unwavering commitment to building a workplace that’s respectful, inclusive, and high-performing.

Come be part of a team that leads with passion, thrives on positivity, and delivers with precision. We’re proud of who we are and even prouder of where we’re headed.

Metergy office location is in Markham but will be moving to North York toward the end of 2026!

Position Summary

The Director of Service will lead Metergy’s service function across Canada and the U.S., spanning in-house teams and third-party service centres. This role owns the operating rhythm behind customer service, training, workforce management and vendor performance, with a clear mandate to improve the customer experience while building a stronger, more scalable service model.

This is a role for someone who wants to get close to the work: the calls, the customers, the agents, the vendors, the data and the friction points. The right person leads through people, not enforcement; builds accountability through trust, clarity and follow-through; and brings a “heck yeah, let’s figure it out” attitude to solving messy operational problems. The Director of Service will lead three direct reports: the Call Centre & Training Manager, Vendor Manager and WFM Manager.

Responsibilities

• Lead service operations across Canada and the U.S., spanning in-house teams and third-party centres, ensuring the experience is consistent, accurate, compliant and customer focused.
• Set the service strategy, operating rhythm, performance expectations and governance model across call centre operations, training, workforce management and outsourced partners.
• Develop the three direct-report leaders — Call Centre & Training Manager, Vendor Manager and WFM Manager — building capability, accountability and strong day-to-day operating discipline.
• Strengthen customer service training, onboarding, coaching, quality assurance and knowledge management so agents are equipped to serve customers well.
• Manage third-party service partners through clear service level expectations, performance routines, issue resolution, quality oversight and Continuous improvement plans.
• Use service data, customer feedback, call listening, focus groups and frontline insight as inputs into Metergy’s Continuous improvement cycle.
• Lead workforce planning and performance management across queues, channels, service levels, seasonal demand and vendor capacity.
• Partner with Billing, Operations, IT, Finance, Legal and P&O to resolve systemic service issues, improve processes and reduce customer friction.
• Support improvements to service technology, reporting, automation and self-service capabilities where they improve customer and agent experience.

Requirements

• 10+ years of progressive experience in customer service, contact centre operations, service operations, customer experience, training, workforce management or vendor management.
• Experience leading both in-house and third-party contact centre operations, with a strong understanding of how to balance customer experience, operational performance, partner governance and team engagement.
• Proven ability to lead through people — creating accountability through coaching, trust, clarity, follow-through and shared ownership.
• Strong understanding of contact centre metrics, workforce management, service levels, quality assurance, customer satisfaction, escalation management and operational risk.
• Experience building or improving training, onboarding, coaching, quality and knowledge management programs for customer-facing teams.
• Comfortable getting close to the work through focus groups, call listening, frontline feedback, customer data and operational trend reviews.
• Analytical and practical, with the ability to turn service data into clear recommendations, process improvements and measurable outcomes.
• Open, motivated and solutions-oriented, with the energy and willingness to bring a “heck yeah, let’s figure it out” mindset to complex service challenges.
• Experience with outbound dialers, credit collections, billing-related service environments, utilities, telecommunications, property management or regulated customer communications is considered an asset.

$130,000 - $150,000 a year

Any shown ranges reflects base salary. We offer discretionary bonus and additional benefits, including health and retirement, as part of our total rewards program.

Benefits & Perks

• Fully company covered heath and dental benefits from day 1
• Company funded Health Spending Account
• Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching
• Grow with us! We provide support for continuous learning.
• Paid personal and sick days on top of your vacation
• Summer hours to enjoy the weather
• Company sponsored social events & more!

This posting is for an existing vacancy.

Our recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.