CONFIDENTIAL ENERGY SECTOR CLIENT
Requires a
MANAGER, CUSTOMER SERVICE
Our client is located west of Toronto. We provide Energy Consulting Services to Industrial and Commercial users in Ontario.
Reporting to a member of the Executive team the Manager Customer Service is part of the company’s leadership team responsible for all aspects of customer interaction to maintain customer loyalty and meet regulatory requirements with a focus on call center performance. The Manger is responsible for the overall management of a diverse team; 7-9 direct reports.
Job Requirements
Direct and manage the operation of assigned Customer Service Departments, developing goals and objectives for these areas while ensuring efficient utilization of the human and financial resources to achieve established performance objectives
Coordinate; analyze; evaluate consumer surveys and develop Coaching plans for Department personnel
Direct education programs to ensure they support the stated goals of the Utility
Oversee the interviewing, hiring, training, development and discipline of all staff
assigned to the Department
Administer, implement and maintain sound operating policies and procedures for the
Department and ensure they are understood and properly administered
Prepare and administer annual budget
Understand and implement regulatory procedure in accordance with the rules set out
by the Ontario Energy Board and the Independent IESO.
Communicate with Retailers and administer service agreements
Qualifications
University Degree is an asset
Strong administrative background with minimum 3-5 years’ leadership experience in customer service; call center and business development
Experience in setting and meeting budgeted targets
Proven ability to effectively coach; direct and motivate staff
Well-developed interpersonal skills with the ability to speak confidently in public
Broad knowledge of the operations; rule and regulations of Ontario’s energy sector
Our client offers an excellent working environment, competitive compensation and opportunities for professional development.
To explore this opportunity further, please contact Larry Sartor at 416-464-6856; email your resume in confidence to larry@sartorandassociates.com.
July 13, 2016
