Supervisor, New Connections / Alectra Utilities

Supervisor, New Connections

At Alectra, we’re not just about powering communities; we’re about empowering our people. We prioritize well-being through a culture that fosters collaboration, innovation and continuous growth. We believe in providing a supportive and inclusive environment where everyone can thrive and make an impact. 

Are you a dynamic leader with a passion for customer service excellence and continuous improvement? The Supervisor, New Connections, plays a pivotal role in overseeing the delivery of customer connection services. This position ensures reliability, customer satisfaction, and cost-effectiveness in line with regulatory requirements. 

What you’ll do

• Customer Service Management
  • Ensure the safe, efficient, and reliable delivery of connection services to customers.
  • Oversee New Connections contact center operations, focusing on continuous improvement and efficiency.
  • Respond to escalated customer concerns and disputes, coordinating with technical stakeholders such as Design, Lines, Inspections, Contractors, and ESA.
• Regulatory and Compliance
  • Ensure departmental policies, procedures, and processes comply with Ontario Energy Board (OEB) and Provincial regulations.
  • Liaise with technical and operational business units including Engineering, Metering, and Lines.
  • Collaborate with Finance and Regulatory departments to facilitate payment processes and investigations as needed.
• Technical Expertise and Field Operations
  • Interpret engineering designs and layouts to guide contractors, customers, and internal teams.
  • Conduct field investigations for meter verifications and transformer labeling when necessary.
  • Perform loading calculations and develop load profiles for large commercial applications.
  • Ensure adherence to Alectra standards on customer projects across legacy territories.
• Stakeholder Engagement and Process Improvement
  • Engage with external stakeholders, including electrical contractors and the Electrical Safety Authority (ESA), to remain informed on industry trends and updates.
  • Design, plan, and implement process and productivity enhancements to increase efficiency, reduce costs, and improve customer service.
  • Provide leadership, coaching, development, and performance management to operational units.
  • Collaborate with other functions and manage third-party service providers.
• Operational Leadership
  • Plan, organize, and supervise daily activities of the operational unit.
  • Contribute to department goals and objectives.
  • Research, recommend, and implement new or enhanced policies to improve operational effectiveness.
  • Ensure compliance with legislative, regulatory, and Health & Safety standards.
• Corporate Values and Conduct: Demonstrate professional conduct and align with Alectra’s core values of safety, teamwork, and customer focus.
• Other Duties: Perform additional tasks as assigned to support operational objectives

Who you are

• Education & Specialized Knowledge
  • Degree or Diploma in Engineering or equivalent related experience.
  • Professional Engineer or Certified Engineering Technologist (CET) certification preferred.
  • Strong knowledge of electrical system requirements, applications, and installations.
  • Familiarity with technical specifications/standards including CSA, CEA, and ESA.
  • Understanding of regulatory and governmental requirements (IESO, OEB, ESA, OHSA, PIPEDA).
  • Knowledge of Customer Information Systems and contact center technologies.
  • Proficiency in MS Office applications.
  • Valid Class “G” driver’s license required.
• Experience
  • Minimum 5 years of experience in electric utility, focusing on electrical distribution design and customer-driven projects.
  • Proven supervisory or leadership experience, preferably in a unionized environment, or completion of a recognized leadership course.
  • Experience in addressing elevated customer inquiries and dispute resolution.
  • Experience working with electrical and civil contractors and developers.
  • Demonstrated experience in budget preparation, financial reporting, and progress monitoring.
  • Experience in utility contact center environments and staff management.
  • Comprehensive understanding of the New Customer Connection Process.
• Skills/Abilities/Competencies
  • Strong leadership abilities to engage, develop, and motivate teams.
  • Excellent analytical and problem-solving skills to provide practical and innovative solutions.
  • Strong written and presentation skills for accurate and concise communication.
  • Ability to plan, prioritize, and execute multiple projects and initiatives within established timelines.

Who you are

As the largest municipally owned electric utility in Canada, we are committed to growing, evolving and remaining innovative to build a sustainable and brighter future. Our values set us apart and are our fundamental beliefs about our organization:

Where you will work

• Hybrid: This role is based in a hybrid environment, allowing for a mix of remote and in-office work to support team collaboration and business needs.

Who we are

Safety: Stay aware, prevent risks and protect each other.

Respect: Value everyone, act honestly and foster inclusion.

Customer Focus: Be reliable, anticipate needs and deliver exceptional solutions with care.

Excellence: Elevate performance, embrace diversity and deliver quality through collaboration.

Innovation: Drive growth by embracing change, creativity and continuous improvement.

Here’s why Alectra might be your ideal workplace:

• We offer comprehensive benefits. From health and wellness programs to financial security though our Defined Benefit Pension Plan – we offer a robust benefits package that supports you and your family.
• We invest in your career development. At Alectra, we care about our team’s future through offering ongoing trainings, mentorship and opportunities for advancement.
• We care about you work-life balance. Understanding that taking time off is essential to employee well-being, sustained productivity and high performance, we offer the following:
  • Time off: At Alectra, we offer various time off options for our employees including vacation time, personal days, milestone parental leave top-up, volunteer days and bereavement days.
  • Disconnecting from work: We prioritize your well-being through our “Disconnect from Work” policy which ensures you can fully unplug outside of regular working hours to maintain a healthy work-life balance.
  • Hybrid work environment (if applicable): Based on operational requirements, we offer flexible working arrangements that include working remotely or on-site.

At Alectra, your unique contributions matter and help drive our collective success to a more sustainable and brighter future.

Ready to Apply?

If you would like to be considered for this position and meet the qualifications, please submit your resume by visiting our Careers page at https://www.alectra.com/careers.

At Alectra, we celebrate diversity and are committed to an inclusive recruitment process that honours the dignity and independence of all applicants. If you require accommodation during the process, please contact careers@alectrautilities.com. We will work with you to ensure your needs are being met to the point of undue hardship.

Thank you for your interest in building a career with us. While we appreciate all applicants, only those selected for an interview will be contacted.

Please note: We kindly request no unsolicited resumes or agency referrals. Alectra does not accept resumes from recruitment agencies for any open positions unless a valid contract is in place.