Hybrid Call Centre Manager: Performance & Vendor Leadership

TORONTO HYDRO; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A municipal energy provider in Toronto is seeking a Manager for its Call Centre. In this hybrid role, you will lead daily operations and ensure that customer and business objectives are met. You will work closely with stakeholders to resolve issues and drive performance improvements. The ideal candidate has significant experience in customer service and project management, as well as a strong understanding of Ontario's electricity regulations. This position allows for remote work two days a week.

Benefits

Hybrid work model

Commitment to accessibility

Qualifications

• 5+ years of experience in customer service or business operations.
• 3+ years project management or supervisory leadership experience.
• Strong understanding of Ontario’s electricity sector laws and regulations.

Responsibilities

• Lead operational strategies and vendor performance.
• Manage stakeholder relationships for escalated issues resolution.
• Develop and implement quality improvement measures.

Skills

Customer experience skills

Analytical skills

Conflict resolution

Project management

Vendor performance management

Education

University degree (Business or Operations Management preferred)

Tools

Automated customer information systems

CC&B systems

Job description

A municipal energy provider in Toronto is seeking a Manager for its Call Centre. In this hybrid role, you will lead daily operations and ensure that customer and business objectives are met. You will work closely with stakeholders to resolve issues and drive performance improvements. The ideal candidate has significant experience in customer service and project management, as well as a strong understanding of Ontario's electricity regulations. This position allows for remote work two days a week.