Share this Job
Apply now »

Team Manager

Location: 

Burnaby, BC, CA

Affiliation: Management & Exempt
Employment Status: Full-Time Regular

We’re looking for new talent to join us as we reinvent the future of energy. Across BC, we have a diverse team of more than 2,400 employees we can’t do without, yet we’re growing as fast as ever.

You may think we’re your standard utility that delivers natural gas and electricity, but we’re also into cool, innovative energy solutions. Think carbon capture, renewable energies and lower-carbon transportation for a start. We believe in creating a cleaner, healthier tomorrow.

If you like meaningful work, a dynamic environment and forward-thinking colleagues, build your career with us. You’ll get opportunities to grow, lead, solve, and create. So what are you waiting for? Let’s rethink energy together.

Position Overview

You know what it means to provide customer experience and how to build positive, lasting relationships with the people you serve. And, you can apply your strong foundation to guide a team and build a customer-centric culture where the customer’s come to expect the same high-quality experiences no matter the channel or service. We need your passion and leadership at our contact centres as a Team Manager.

 

Reporting to the Contact Centre Manager, you’ll provide leadership, guidance and empowerment to a team of Customer Service Representatives across multiple delivery channels within a customer-centric culture and following our strategic vision and core values.

 

There’s no one better at coaching others to enable high-end performers and light the innovative fire in us all. As escalated inquiries and complex requests come through, you know how to manage competing requests, allocate resources and ensure appropriate staffing levels to mitigate these concerns off the hop.

 

Our customers and communities come first in everything we do because we serve where we live and work. We’re known for providing energy to our customers safely and reliably, and this extends to how we serve our customers at our contact centres. We want you to your part in rethinking our energy future.

In this role, you will:

  • Coordinate, delegate and monitor staff work assignments.
  • Establish and monitor individual and team goals, utilizing coaching and motivational techniques to assist employees in their development.
  • Participate in the improvement of standards, policies and procedures, leading to the continuous enhancement of service quality and customer satisfaction.

In year 1, you will:

  • Lead a team of Customer Service employees with the goal of providing a world-class customer experience through coaching and development.
  • Partner with other Customer Service leaders to oversee and deliver training and engagement initiatives.
  • Build confidence supporting and resolving complex or escalated customer inquiries.

In year 2, you will:

  • Expand on your coaching and leadership.
  • Participate in review and improvement of Customer Service business practices.
  • Start to take a lead role in Customer Service engagement initiatives.

What it takes:

  • A Bachelor’s degree or diploma in a related discipline from a recognized program plus two to three years recent, related experience or an equivalent combination of education, training and experience.
  • Working knowledge of the utility industry
  • Demonstrated leadership, motivational and staff development skills.
  • Strong customer service orientation and problem solving skills.
     

What you need to know:

Please see the full job description here.

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

 

The safety of our customers and FortisBC family members is our number one priority. Depending on the responsibilities of the job, some employees may work remotely or continue to report to the office. To ensure the safety of our employees on our job sites, there is strict adherence to our worksite safety plans and social distancing practices. As an essential service provider, we’ll continue to follow the government COVID-19 guidelines and adjust our plans as necessary. As we welcome new employees, our commitment to safety remains for all of our FortisBC family.

 

To learn more about the recruitment process with FortisBC, please visit the You’re Applying. What now? page for additional information. 

Apply now »