Manager-Contact Centre

London Hydro; London; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

London Hydro is seeking a Manager for its Contact Centre to enhance customer service excellence in billing operations. This role involves leadership of a high-performing team, ensuring compliance with regulations, and driving digital transformation while fostering an inclusive workplace culture.

Benefits

Comprehensive Benefits, including OMERS Pension

Competitive Annual Salary

Training & Development Programs

Vacation with credit for prior experience

On-Site Cafeteria & Free Fitness Centre

Maternity/Parental Leave Top-Up

Qualifications

• Minimum 7 years of experience in customer service or contact centre leadership.
• Credit risk management certification preferred.
• Strong understanding of utility regulations and compliance standards.

Responsibilities

• Lead the Contact Centre team and develop staff through coaching.
• Ensure compliance with regulatory standards and optimize service delivery.
• Promote a customer-first culture and enhance digital service platforms.

Skills

Leadership

Customer Service

Communication

Stakeholder Engagement

Time Management

Education

Bachelor’s degree in Business Administration, Finance, Economics, or related field

Tools

SAP IS-U/S4HANA

Genesys Cloud

Microsoft Office

Job description

What if your leadership could shape how thousands rely on essential services every day?

London Hydro is seeking a Manager – Contact Centre to drive excellence in customer service and billing operations across voice and digital platforms.

Reporting to the Director, Customer Service & Billing, you’ll play a vital role in ensuring high-quality service delivery for electricity and water billing, leading digital transformation, ensuring regulatory compliance, and fostering a customer-first culture. This is a pivotal opportunity for a seasoned leader to manage a high-performing team and deliver innovative service enhancements.

Don’t meet every requirement? If you’re passionate about joining London Hydro, we want to hear from you. We know great candidates bring diverse experiences and may not check every box.

ABOUT LONDON HYDRO

London Hydro is a high-performing, award-winning electricity distributor serving over 166,000 customers in London, Ontario — the largest urban local distribution company (LDC) in Southwestern Ontario. We set the standard for operational and service excellence in the energy sector.

Why Join Our Team?

• Recognized Employer: Named one of Southwestern Ontario’s Top Employers (2025).
• Make a Difference: Your work supports vital infrastructure and the well-being of the community.
• Safety Culture: Comprehensive safety training and support provided.
• Inclusive Workplace: We value collaboration, creativity, accountability, and respect.
• Continuous Growth: We support learning, development, and innovation.
• Live in London: Enjoy the benefits of both urban and mid-size community living.

Compensation & Benefits:

• Competitive Annual Salary
• Comprehensive Benefits, including OMERS Pension
• Vacation with credit for prior experience
• Maternity/Parental Leave Top-Up
• Paid Medical/Dental Appointment Allotments
• Training & Development Programs
• Recognition & Social Initiatives
• Employee Wellness & Assistance Program
• On-Site Cafeteria & Free Fitness Centre
• Corporate Cellphone Provided
• Hybrid Work Arrangement (subject to change)

Learn More

Watch: https://youtu.be/Pxw0_ZRnSKg

Strategic Plan 2025–2030 | www.londonhydro.com

WHAT YOU WILL DO

• Team Leadership: Provide technical and administrative direction to the Contact Centre team. Develop staff through coaching, QA monitoring, and feedback.
• Operational Leadership: Oversee internal and contracted operations to meet OEB Service Quality Indicators, SLAs, and customer satisfaction goals. Manage workforce planning, scheduling, performance, and service metrics across all contact channels.
• Customer Experience & Coaching: Champion a customer-first culture. Use CSAT and VOC data to identify service gaps and guide improvements. Handle escalations, promote empathy-based communication, and ensure up-to-date knowledge resources.
• Innovation & Digital Transformation: Work with IT to enhance self-service platforms and digital strategies. Optimize systems including CIS, customer portals, and Genesys Cloud (CAAS). Promote digital adoption and automation to reduce call volumes and improve efficiency.
• Compliance & Data Governance: Ensure compliance with OEB, MFIPPA, PIPEDA, and other regulatory and privacy standards. Promote secure handling of customer data and maintain internal controls.
• Stakeholder Engagement & Billing Integration: Collaborate with Billing, Collections, Communications, Regulatory, and Field Ops to coordinate messaging and service delivery. Prepare the team for changes including net metering and electrification initiatives. Represent Contact Centre in cross-functional projects.
• Analytics & Reporting: Monitor performance indicators (QA, SLAs, FCR, digital usage) to inform training, staffing, and service improvements. Provide regular updates and risk mitigation strategies to senior leadership.
• Safety: Ensure compliance with the Occupational Health & Safety Act, IHSA, and internal safety standards. Investigate incidents, address hazards, and follow up on audits and corrective actions.
• Other Responsibilities: Perform additional duties that support exceptional customer service delivery.

WHAT YOU WILL BRING

We encourage applications from candidates with skills and experience developed through diverse pathways. London Hydro may determine equivalency based on education, training, and work experience.

Qualifications:

• Bachelor’s degree in Business Administration, Finance, Economics, or related field
• Minimum 7 years of progressive experience in customer service, contact centre leadership, or digital operations (utility/public sector preferred)
• Credit risk management certification (preferred)
• Knowledge of utility regulation, billing, or collections (preferred)
• Strong understanding of OEB rules, privacy legislation, and compliance standards
• Familiarity with Ontario electricity pricing (e.g., TOU, ULO, Tiered)
• Experience using SAP IS-U/S4HANA, Genesys Cloud, or similar enterprise systems
• Proven leadership in unionized, high-volume environments
• Excellent communication and stakeholder engagement skills
• High attention to confidentiality, organization, and time management
• Proficiency with Microsoft Office and reporting tools
• Valid Ontario Class G driver’s license

SOUNDS LIKE A GOOD FIT? HOW TO APPLY

Submit your cover letter and resume as a single .pdf or .docx file, saved as LastnameFirstname, to [e-mail].

Subject Line: Manager Contact Centre

Deadline to Apply: Friday, June 13, 2025

BACKGROUND CHECKS

The successful candidate will be required to complete a Criminal Record and education check prior to the commencement of employment.

OTHER INFORMATION

While we appreciate all applications received, only those invited for an interview will be acknowledged. In accordance with Canadian immigration requirements, this advertisement is directed to applicants who are authorized to work in Canada. London Hydro is committed to fostering a corporate culture and climate that values and supports a diverse, equitable and inclusive organization. London Hydro is an equal-opportunity employer. Accommodation is available under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment. We recognize the importance of work-life balance. Currently, we offer a hybrid work arrangement (In-Office and Remote) in accordance with London Hydro policy. Please note remote work is not guaranteed in the future and is subject to change.