Position Summary The Director of Service will lead Metergy's service function across Canada and the U.S., spanning in-house teams and third-party service centres. This role owns the operating rhythm behind customer service, training, workforce management and vendor performance, with a clear mandate to improve the customer experience while building a stronger, more scalable service model.
This is a role for someone who wants to get close to the work: the calls, the customers, the agents, the vendors, the data and the friction points. The right person leads through people, not enforcement; builds accountability through trust, clarity and follow-through; and brings a "heck yeah, let's figure it out" attitude to solving messy operational problems. The Director of Service will lead three direct reports: the Call Centre & Training Manager, Vendor Manager and WFM Manager.
Responsibilities :- Lead service operations across Canada and the U.S., spanning in-house teams and third-party centres, ensuring the experience is consistent, accurate, compliant and customer focused.
- Set the service strategy, operating rhythm, performance expectations and governance model across call centre operations, training, workforce management and outsourced partners.
- Develop the three direct-report leaders - Call Centre & Training Manager, Vendor Manager and WFM Manager - building capability, accountability and strong day-to-day operating discipline.
- Strengthen customer service training, onboarding, coaching, quality assurance and knowledge management so agents are equipped to serve customers well.
- Manage third-party service partners through clear service level expectations, performance routines, issue resolution, quality oversight and Continuous improvement plans.
- Use service data, customer feedback, call listening, focus groups and frontline insight as inputs into Metergy's Continuous improvement cycle.
- Lead workforce planning and performance management across queues, channels, service levels, seasonal demand and vendor capacity.
- Partner with Billing, Operations, IT, Finance, Legal and P&O to resolve systemic service issues, improve processes and reduce customer friction.
- Support improvements to service technology, reporting, automation and self-service capabilities where they improve customer and agent experience.
Requirements :- 10+ years of progressive experience in customer service, contact centre operations, service operations, customer experience, training, workforce management or vendor management.
- Experience leading both in-house and third-party contact centre operations, with a strong understanding of how to balance customer experience, operational performance, partner governance and team engagement.
- Proven ability to lead through people - creating accountability through coaching, trust, clarity, follow-through and shared ownership.
- Strong understanding of contact centre metrics, workforce management, service levels, quality assurance, customer satisfaction, escalation management and operational risk.
- Experience building or improving training, onboarding, coaching, quality and knowledge management programs for customer-facing teams.
- Comfortable getting close to the work through focus groups, call listening, frontline feedback, customer data and operational trend reviews.
- Analytical and practical, with the ability to turn service data into clear recommendations, process improvements and measurable outcomes.
- Open, motivated and solutions-oriented, with the energy and willingness to bring a "heck yeah, let's figure it out" mindset to complex service challenges.
- Experience with outbound dialers, credit collections, billing-related service environments, utilities, telecommunications, property management or regulated customer communications is considered an asset.
$130,000 - $150,000 a year
Any shown ranges reflects base salary. We offer discretionary bonus and additional benefits, including health and retirement, as part of our total rewards program.
Benefits & Perks• Fully company covered heath and dental benefits from day 1
• Company funded Health Spending Account
• Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching
• Grow with us! We provide support for continuous learning.
• Paid personal and sick days on top of your vacation
• Summer hours to enjoy the weather
• Company sponsored social events & more!
This posting is for an existing vacancy.
Metergy uses artificial intelligence (AI) for interview notetaking purposes. Metergy does not use AI to screen, assess, or select candidates.
