Supervisor, Customer Contact

At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation's Capital, our work powers the essential activities that make up our lives - at home, at work and at play. And as Ontario's largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are seeking a Supervisor, Customer Contact, a change champion and innovative leader ready to embrace the opportunity to guide and mentor others, and enable them to do their best work. And in doing so, to leave a legacy.

Are you ready to make a difference in our community?

JOB SUMMARY

The Supervisor, Customer Contact is responsible for the day-to-day efficient and effective operation of the Customer Contact team for Hydro Ottawa and plays a pivotal role in shaping exceptional customer experiences. The Supervisor, Customer Contact coaches, mentors, and empowers the team to resolve customer inquiries with professionalism and efficiency, and continuously exceeds expectations.

MAJOR RESPONSIBILITIES

• Monitor key contact center metrics (e.g., call handling times, resolution rates, customer satisfaction scores) to identify areas for improvement and provide actionable guidance to the team.

• Conduct regular coaching sessions, provide constructive feedback, and create personalized development plans to help agents reach their full potential.

• Address complex customer inquiries, resolve escalated issues, and de-escalate challenging situations with empathy and professionalism.

• Foster a collaborative, supportive, and results-driven team environment where agents feel motivated and engaged.

• Identify and propose strategies to optimize processes, enhance efficiency, and improve the overall customer and employee experience.

• Work closely with other teams within the organization to implement initiatives, address customer feedback, and resolve pain points that impact the contact center. Act as a stakeholder in projects that directly influence contact center operations and customer service.

• Participate in the hiring process and create a welcoming and effective onboarding experience for new team members.

• Build and maintain strong relationships with our outsourced call center partner. Engage with counterparts to ensure smooth operations, address challenges, and drive continuous improvement across teams.

• Ensure the team is always up-to-date on important developments and changes that affect how they handle customer inquiries. Facilitate a regular flow of insights and trend observations from the team to management to inform decision-making.

• When the Crisis Communication Team (CCT) is activated as a response to a major crisis, actively engage as a member in the assigned role, contributing to effective communication, resolution efforts, and reputational risk mitigation.

• Build and maintain in-depth knowledge of the company's policies, procedures, and regulatory obligations to ensure compliance and exceptional customer service.

• Perform other related duties as required.

EDUCATION AND EXPERIENCE

• Post-Secondary education in a related field such as Business Administration

• Minimum 5 years experience in a fast paced customer service , technology-driven environment, including 2-3 years of supervisory or leadership experience

• Experience and formal training combined with demonstrated performance and ability may substitute for academic requirements

• Contact Center experience, with a good understanding of Contact Centre operations considered an asset

• Strong computer skills; proficient in the use of office productivity and collaboration tools preferably Google Workspace. Proficiency in Microsoft Office Suite is also a plus

• English essential, both oral and written; Bilingual (French/English) considered an asset

• Experience and knowledge working in a utility industry customer service environment considered an asset

• Experience managing relationships with external partners or vendors considered an asset

This is a management group opportunity and salary will be commensurate with qualifications.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, the details of which the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence ("AI") during the recruitment process to aid in the screening and selection of candidates.

Location:

Pay Range Minimum:

Pay Range Maximum:

Posting End Date (if applicable):

Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.