Highlights of the job
We are hiring a permanent, full time Manager, Customer Care working from of our Edmonton, AB office. This opportunity is open to internal and external candidates. Current EPCOR Employees, please ensure that you are using your “@epcor.com” email address.
As a Manager, Customer Care, you are primarily responsible for providing leadership to a team of front-line Customer Service Consultants (CSC) and Team leads as well as ensuring positive team dynamics within the Energy Services Contact Centre for Hybrid, Regulated (Rate of Last Resort (ROLR)) and Mid-Market accounts.
This position is accountable to the Senior Manager, Customer Care and provides an exciting opportunity to lead recruitment and retention efforts; ensure adherence to regulatory requirements and metrics; support budget requirements, manage key stakeholder relationships and provide efficient and effective customer care operations to increase high customer satisfaction and support ever changing business needs.
This position may be eligible to participate in EPCOR’s Where We Work hybrid program depending on business needs and upon meeting the eligibility requirements.
What you’d be responsible for
Planning & Execution
Providing input to the strategic plans and directions of the Customer Care team while having a solid understanding of EPCOR Utilities Inc.’s (EUI) and Energy Services’ overall strategy to gain technical insights and expertise for effective decision-makingEnsuring the delivery of optimal results by defining performance goals, monitoring and reporting results against pre-defined performance metrics for customer care operations serving EPCOR Business Units.Analyzing and identifying issues impacting operational performance and establishing initiatives for continuous improvement to ensure financial, customer expectation, operational effectiveness, efficiency (e.g. productivity, quality, reliability, timeliness) and employee satisfaction.Recommending budget requirements for the provision of best in class customer service at a fair and reasonable cost.
Operational Excellence & Compliance
Providing expertise and oversight over projects related to operational efficiencies within Customer Care as well as those initiatives or projects that are inter-related or cross-functional, which shape longer term strategic improvements.Assess Customer Care staff readiness to engage in change efforts and develop and execute change management plans to promote engagement and mitigate risks.Developing, implementing, and reviewing process, procedures, and standards to ensure compliance to meet regulatory requirements and ensure mitigation of risks.
Customer Satisfaction & Change Delivery
Overseeing inbound calls for the Energy Services Contact Centre including ROLR, HYBRID and Mid-Market to ensure continuous improvement of customer experience and employee engagement.Sets and communicates standards for performance, making needs, priorities, and requirements clear, giving corrective feedback when performance does not meet standards, and establishing and implementing plans to correct performance problems.Works with the team to break down goals in a way that is attainable and develops strategies to achieve them; makes specific changes in the system or in work methods to accomplish work more effectively and efficiently. Anticipates or prepares for problems that may interfere with work, execution of plans or attainment of results.
Team Leadership & Performance Coaching
Leading all recruitment efforts including a new hire onboarding program that ensures successful transition from training to working as a successful CSC for all aspects of inbound services for the Energy Service Contact CentreManaging team and individual performance by setting SMART performance objectives, providing coaching support towards achieving quality results.
Relationships & Collaboration
Fostering cross-functional relationships for effective team positioning as a key partner to all internal and external stakeholders including Utility Associates Consulting with stakeholders to ensure a mutual understanding of issues, or opportunities and seek information to create effective solutions.The ability to see the business as a whole and use the understanding to accomplish goals.Understands the implications of decisions one makes within and beyond own business unit.
What’s required to be successful
A post-secondary degree in business, economics, operations management or a related field. A diploma may also be considered.Experience that includes: 5+ years leading and managing customer service or front-line teams responsible for billings and collections in a unionized environment OR 5+ years in electricity, energy and/or utilities or related industries Knowledge in infrastructure operations for Call Centres and Utility environments including its regulatory requirements. Experience with Contact Centre Programs such as Genesys, CIS and Cloud applications.Demonstrated ability to manage budgets and variance reports within area of responsibility.Strong collaborator with excellent safety leadership skills and a solid understanding of Occupational Health and Safety regulations A change advocate with demonstrable capability to identify operational gaps, recommend improvements and implement changes. Ability to build meaningful interpersonal and collaborative relationships within EPCOR and with external stakeholders. Excellent communication skills both written and verbal to influence problem solving around technical or complex issuesCan apply professional judgments to make sound decisions while managing shifting priorities in a dynamic and agile environment.Proficient in using databases, data analytics platforms, Business Intelligence metrics dashboards and MS Office (Power Point, Excel & Word) suites to collect, analyze complex data to drive business outcomes
Other important facts about this job
Jurisdiction: MGMT
Hours of work: 80 hours biweekly
EPCOR Employees: Please ensure that you are using your “@epcor.com” email address.
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Please note the following information:
A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion. To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.