Manager Contact Centre

Posting End Date:

April 24, 2025

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

At Enbridge, our commitment is to serve 3.9 million customers across Ontario by addressing inquiries related to our services. A critical component of our operations is our Manager, Contact Centre role, which involves overseeing the contact center with an emphasis on customer centricity while ensuring annual compliance with regulated Service Quality Requirements (SQRs).

This diverse role offers you a variety of work with the opportunity to lead, develop, and grow employees into their full potential.

If you are passionate about making a difference, you thrive in a fast-paced environment and you want to be a part of a high performing team, we would love to hear from you!

What You Will Do:

• Provide leadership to achieve annual goals/metrics for the overall management of the Contact Center function within the Customer Care Operations Leadership Team.

• Ensure delivery of Service Quality Requirements as prescribed by the Ontario Energy Board (OEB).

• Collaborate closely with key internal partner groups (Distribution Operations, Ombuds, Customer Attachment, TIS) to ensure seamless customer experience.

• Manage workforce planning and Operating & Maintenance financial budgets to achieve financial targets.

• Work collaboratively with teams across Customer Care and TIS to drive initiatives aimed at improving customer experience.

Who You Are:

• You have a related university degree and ten or more years of directly related experience, or an equivalent combination of formal education, certification, and experience.

• You have previous leadership experience in a contact center or equivalent environment focused on leading and developing a diverse, inclusive, and engaged workforce.

• You have strong customer orientation and effective decision-making skills.

• You possess strong problem-solving, innovation, and change management skills.

• You demonstrate dedication to the Enbridge Ways of Working: being accountable; communicating effectively; building relationships and collaborating as one team; leading by example; and engaging and developing our people.

The Following Would Be an Asset:

• Hands-on exposure in a unionized environment.

Flex Work Clause

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options.

#LI-Hybrid

#joinourteam

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, disability, or any other reason protected by federal, state, or local law. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected].

Information For Applicants:

• Applications can be submitted via our online recruiting system only.

• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com