Manager - Contact Centre

London, ON

What if your leadership could shape how thousands rely on essential services every day?

London Hydro is seeking a Manager-Contact Centre to drive excellence and optimize our end-to-end customer service and billing operations across voice and digital platforms.

Reporting to the Director, Customer Service & Billing, you will play a key role in ensuring high-quality service delivery for electricity and water billing, driving digital transformation, maintaining regulatory compliance, and fostering a customer-first culture. This is a pivotal leadership opportunity for an experienced professional ready to manage a high-performing Contact Centre team and champion innovative service enhancements that meet the evolving needs of our customers.

Don’t see yourself ticking every box? If you’re passionate about joining London Hydro, we still want to hear from you. We know that no candidate has every qualification listed, and you could be exactly the person we’re looking for.

ABOUT LONDON HYDRO

Join the dynamic team at London Hydro, a high-performing and award-winning electricity distributor dedicated to delivering safe and reliable services. We proudly serve over 166,000 customers in London, Ontario, making us the largest urban local distribution company (LDC) in Southwestern Ontario. As a leader in the energy sector and the community, we continue to set a standard for excellence.

Why Join Our Team?

London Hydro has been recognized by Canada’s Top 100 Employers as one of the 2025 Southwestern Ontario’s Top Employers. This recognition is a testament to our unwavering commitment to excellence and our dedication to fostering an environment where every team member can thrive.
Empowering You: Imagine the satisfaction of knowing that your work directly contributes to your community's well-being. Whether it's enhancing services, supporting vital infrastructure, or fostering innovation, you'll play a key role in keeping our communities thriving and connected.
Safety First: We take safety seriously. All our employees receive comprehensive training and support to work safely and follow best practices. Your commitment to safety will make a difference every day.
Culture: We foster a culture of respect, collaboration, creativity, accountability and empathy. We take the time to communicate, mentor new team members, celebrate successes and build lasting connections.
Continuous Learning: Technology evolves, and so do we. From mastering new tools and systems to exploring smart grid innovations, you’ll have opportunities for growth. We invest in your development because we believe in progress.
Living in London: Whether you seek the urban lifestyle of a big city or the appeal and security of a mid-size community, the City of London and the surrounding area are great places to live, raise a family, and enjoy life.
Benefits and Compensation Package: We offer a comprehensive compensation package which includes both financial and non-financial benefits designed to support your overall well-being. Here’s what you can expect:
Competitive Annual Salary
Comprehensive Benefits Package, Including OMERS Pension Plan
Vacation: Competitive vacation days with credit for professional experience
Top-Up Leaves: Maternity/Parental Leaves Top-Up Program
Paid Appointments: Allotment for paid medical and dental appointments.
Professional Development: Opportunities for professional growth and development.
Training and Development: Access to various training and development programs.
Recognition & Social Programs: A variety of recognition and engagement initiatives, as well as social events, that celebrate and acknowledge our employees’ accomplishments.
Wellness: Wellness Program and Employee and Family Assistance Program.
On-site Amenities: Cafeteria; Free Fitness Centre for all employees.
Corporate Cellphone: Provided to all employees.
Work Arrangement: Hybrid. We recognize the importance of work-life balance. Currently, we offer a hybrid work arrangement (In-Office and Remote) in accordance with London Hydro policy. Please note remote work is not guaranteed in the future and is subject to change.

Want to learn more about what makes London Hydro a great place to work? Watch our short video https://youtu.be/Pxw0_ZRnSKg, check our Strategic Plan 2025-2030 or visit our website at www.londonhydro.com.

WHAT YOU WILL DO

Team Leadership: Manage and provide technical and administrative direction, coaching and support to Contact Centre team. Oversee team’s development through QA monitoring, one-on-one performance feedback, and continuous training.
Operational Leadership: Manage day-to-day Contact Centre operations (Internal and Contracted) to consistently meet OEB Service Quality Indicators (SQIs), Service Level Agreements (SLAs), customer satisfaction targets, and internal quality standards. Oversee workforce planning, scheduling, and seasonal staffing adjustments. Monitor agent performance, queue activity, and daily service metrics across all contact channels. Ensure frontline agents are equipped to handle high-volume contact types including billing, payments, and move-related requests.
Customer Experience & Coaching: Lead a customer-first culture through direct coaching of Supervisors, Leads, and frontline agents. Leverage CSAT results, customer sentiment, and (Voice of the Customer) VOC data to identify service gaps and guide improvement. Manage escalation resolution, empathy-based communication, and knowledge base accuracy.
Innovation & Digital Transformation: In consultation with IT, develop and execute enhancements the Contact Centre’s digital strategy and self-service platforms. Champions the updates, maintenance and effective use of the Customer Information System (CIS), London Hydro customer portals and Genesys Cloud (CAAS) to ensure consistent, high-quality service, and liaise with IT as required. Promote automation and digital channel adoption to improve customer satisfaction and efficiency and reduce call volumes. Provide input on enterprise-level transformation initiatives.
Compliance & Data Governance: Ensure regulatory compliance (OEB, MFIPPA, PIPEDA, Ministry of Energy rules, IHSA and London Hydro policies) and audit readiness. Promote private & secure handling of customer data and maintain internal controls for account access and interaction logging.
Stakeholder Engagement & Billing Integration: Coordinate with Billing, Collections, Communications, Regulatory, Finance, and Field Operations to align on process handoffs and customer messaging. Ensure agents are trained to support billing related inquiries, rate plans, and payment program questions. Prepare the Contact Centre for upcoming billing changes and new customer types (e.g. electrification and net metering initiatives). Represent the Contact Centre in cross-functional utility projects and industry working groups.
Analytics & Performance Reporting: Track and analyze key performance indicators including service levels, QA scores, first-contact resolution, and digital channel usage. Use performance insights to adjust staffing plans, inform training priorities, and recommend process improvements. Deliver regular performance updates to senior management, highlighting trends, risks, and mitigation strategies.
Safety: Ensure personal and direct reports’ adherence to all Occupational Health & Safety Act rules and regulations, IHSA safety Rules, London Hydro Safe Work Practice, Environmental policies, and Health & Safety policies. Ensure all incidents, injuries, and hazards are reported and reviewed and that corrective actions are taken. Complete workplace audits, action items and follow-ups.
Perform other duties related to the above job purpose.

WHAT YOU WILL BRING

We welcome applications from all candidates, including those whose knowledge, skills, and experience have been developed through alternative pathways from the requirements listed below. London Hydro, at its sole discretion, may deem a job applicant to meet the job requirements if they have sufficient skill, alternate education, and/or experience related to the role.

Successful completion of a Bachelor’s degree in Business Administration, Finance, Accounting, Economics, or a related discipline from a recognized university PLUS additional specialized training.
Minimum seven (7) years of progressive experience in Customer Service, Contact Centre leadership, or digital service operations, preferably within a regulated utility or public sector environment.
Certification in credit risk management is preferred.
Training or, utility regulation, utility billing, or collections operations is preferred.
Strong working knowledge of Ontario Energy Board (OEB) customer service rules, privacy legislations (MFIPPA/PIPEDA), Ministry of Energy guidelines, and customer interaction compliance requirements.
Familiarity with electricity rate structures and programs (e.g., Time-of-Use, Ultra-Low Overnight, Tiered pricing) and their impact on customer service delivery.
Experience managing SAP IS-U/S4HANA, Genesys Cloud (CAAS), or other enterprise CIS and telephony systems.
Demonstrated ability to liaise with senior leadership, respond to escalations, and represent the Contact Centre in cross-functional and external stakeholder forums.
Excellent communication skills with experience in reporting, executive presentations, and managing public-facing teams.
Position necessitates a high degree of confidentiality and discretion.
Proven team leadership and coaching abilities, particularly in unionized and high-volume environments.
Strong analytical, organizational, and time management skills with the ability to balance short-term service delivery with long-term improvement initiatives.
Proficiency in Microsoft Office Suite, including Excel and reporting tools.
Valid Driver’s License Class G.

SOUNDS LIKE A GOOD FIT? HOW TO APPLY

We invite you to submit your cover letter and resume as a single document (in .pdf or .docx format only), saving the file as your last name and first name with no spaces (i.e., LastnameFirstname) and email it to jobs@londonhydro.com with the subject line Manager Contact Centre

Deadline to Apply: Friday, June 13, 2025

BACKGROUND CHECKS

The successful candidate will be required to complete a Criminal Record and education check prior to the commencement of employment.

OTHER INFORMATION

While we appreciate all applications received, only those invited for an interview will be acknowledged. In accordance with Canadian immigration requirements, this advertisement is directed to applicants who are authorized to work in Canada.

London Hydro is committed to fostering a corporate culture and climate that values and supports a diverse, equitable and inclusive organization. London Hydro is an equal-opportunity employer. Accommodation is available under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment. We recognize the importance of work-life balance. Currently, we offer a hybrid work arrangement (In-Office and Remote) in accordance with London Hydro policy. Please note remote work is not guaranteed in the future and is subject to change.