Team Manager

FortisBC; Kelowna; Hybrid; CAD 119,459,000 - 140,490,000; Full time

Benefits offered by this job

Flexible work program

Job summary

FortisBC is seeking a Team Manager for our Kelowna contact centres. You will lead a team of Billing Analysts, guiding performance and delivering high-quality customer experiences across channels.

You’ll coach staff to meet service standards, manage escalations, and drive a culture of continuous improvement in a dynamic energy services environment. The role supports a hybrid work arrangement with potential flex-location days within British Columbia, reporting to the Billing Production Manager.

Qualifications

• Bachelor’s degree or diploma in a related discipline from a recognized program plus two to three years recent, related experience or an equivalent combination of education, training and experience.
• Working knowledge of the utility industry.
• Demonstrated leadership, motivational and staff development skills.
• Strong customer service orientation and problem solving skills.

Responsibilities

• Coordinate, delegate and monitor staff work assignments.
• Establish and monitor individual and team goals, utilizing coaching and motivational techniques to assist employees in their development.
• Participate in the improvement of standards, policies and procedures, leading to the continuous enhancement of service quality and customer satisfaction.

Skills

Leadership

Customer service

Problem solving

Communication

Education

Bachelor’s degree or diploma in a related discipline

Job description

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Team Manager

Location: Kelowna, BC, CA

Branch: Electric
Affiliation: Management & Exempt
Employment Status: Full-Time Temporary
Expected Hiring Range: $41.69to $49.03 Hourly
Short-term Incentive Eligible: No
Workplace Flexibility: Yes
Temp Duration: Approx. 2 years
Posting End Date: Open until filled

As the province’s largest energy provider with more than 100 years of knowledge and experience, we proudly deliver renewable energy, natural gas, electricity and propane to 1.3 million customers.

We're actively seeking new talent to join our mission of delivering a stronger energy future in B.C. As one of BC's Top Employers with a diverse team of over 2,700 employees, we are committed to a safe and inclusive culture where each of us can connect, belong, and grow. Join us, and together, let's shape a brighter future for B.C.

Position Overview

You know what it means to provide customer experience and how to build positive, lasting relationships with the people you serve. And, you can apply your strong foundation to guide a team and build a customer-centric culture where the customer’s come to expect the same high-quality experiences no matter the channel or service. We need your passion and leadership at our contact centres as a Team Manager.

Reporting to the Billing Production Manager, you’ll provide leadership, guidance and empowerment to a team of Billing and Senior Billing Analysts across multiple delivery channels within a customer-centric culture and following our strategic vision and core values.

There’s no one better at coaching others to enable high-end performers and light the innovative fire in us all. As escalated inquiries and complex requests come through, you know how to manage competing requests, allocate resources and ensure appropriate staffing levels to mitigate these concerns off the hop.

Our customers and communities come first in everything we do because we serve where we live and work. We’re known for providing energy to our customers safely and reliably, and this extends to how we serve our customers at our contact centres. We want you to do your part in rethinking our energy future.

In this role, you will:

• Coordinate, delegate and monitor staff work assignments.
• Establish and monitor individual and team goals, utilizing coaching and motivational techniques to assist employees in their development.
• Participate in the improvement of standards, policies and procedures, leading to the continuous enhancement of service quality and customer satisfaction.

What it takes:

• A bachelor’s degree or diploma in a related discipline from a recognized program plus two to three years recent, related experience or an equivalent combination of education, training and experience.
• Working knowledge of the utility industry.
• Demonstrated leadership, motivational and staff development skills.
• Strong customer service orientation and problem solving skills.

In this role, you will have the option to participate in a flexible work program, enabling you to work from an approved flex location in British Columbia up to 85 days a year (equivalent to approximately two days a week), subject to business or operational needs.

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive, and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

FortisBC acknowledges and respects Indigenous Peoples in Canada, on whose Traditional Territories we all live and work. FortisBC is committed to Reconciliation with Indigenous Peoples and is guided by our Statement of Indigenous Principles .