Director of Service (Contact Centre)
Core
Lead Metergy's service function across Canada and the U.S., managing in-house teams and third-party service centers to improve customer experience and build a scalable service model.
Role type
Director of Service (Contact Centre)
Builds
A stronger, more scalable service model for utility submetering and billing operations
Domain
Utilities / Energy / Submetering
Required skills
Workforce management, Vendor management, Customer experience strategy, Team leadership, Operational process improvement, Data analysis
Preferred skills
Experience leading contact centers, Experience managing third-party vendors, Experience in the utilities or energy sector
Responsibilities
Lead in-house teams and third-party service centers, Own the operating rhythm for customer service, training, and vendor performance, Manage three direct reports (Call Centre & Training Manager, Vendor Manager, WFM Manager), Solve operational friction points
Seniority
Director, strategic leadership with hands-on operational focus
