Supervisor, Contact Centre Operations

Position: Supervisor, Customer Experience Centre

Department: Customer Operations, ATCO Electric

Location: Vegreville, AB

Why Work here:

As a supervisor, you will oversee day-to-day operations, support agents through complex or sensitive situations and ensure customers receive accurate, empathetic, high-quality service. Your leadership will help the team deliver exceptional interactions, maintain compliance, and continually elevate customer experience.A strong understanding of ATCO Electric’s business and established relationships across departments are valuable assets. This knowledge and connectivity enable you to provide timely, accurate support as agents handle a wide range of customer inquiries

What You’ll Do:

• Provide daily guidance, coaching, and support to Customer Experience Centre agents to build capability, confidence, and strong performance

• Support agents through operational and organizational changes by demonstrating adaptability and effective change leadership
• Support the implementation and adoption of new technologies and systems by ensuring the team is trained, prepared, and confident in using modern tools
• Monitor customer interactions to ensure quality, compliance, accuracy, and empathy, reinforcing a consistent customer-centric high standard in every channel
• Resolve complex customer issues while supporting effective first-contact resolution and demonstrating sound judgment during high-pressure situations
• Champion service consistency and collaboration across departments to strengthen cross-functional alignment and improve customer outcomes
• Track key metrics such as service levels, quality scores, customer satisfaction, and productivity, using analytical thinking to identify trends and opportunities

• Analyze performance results and translate insights into recommendations and action plans that drive continuous improvement

• Participate in audits, tool implementations, and process changes helping the team adapt effectively through strong collaboration and change leadership.

What You’ll Bring: 

• Post-secondary education in business, communications, or a related field; an equivalent combination of education and experience may be considered.

• 2-3 years of supervisory/leadership experience 

• Experience leading or coaching teams in a customer service, contact centre, or utility operations environment
• Strong communication skills with the ability to provide clear direction, constructive feedback, and confident support during complex situations
• Demonstrated ability to build positive team environments and foster a customer-focused culture.
• Proven analytical skills with the ability to interpret operational data, identify trends, and develop actionable insights
• Solid understanding of contact centre operations, including queue management, scheduling, and performance metrics
• Strong problem-solving and decision-making abilities, especially in fast‑paced or high-pressure situations
• Ability to navigate change effectively and support teams through new processes, systems, and technologies
• High attention to detail with commitment to accuracy, compliance, and documentation requirements
• Proficiency with customer service systems, CRM tools, and Microsoft Office applications; experience with contact centre technologies is an asset
• Knowledge of ATCO Electric’s operations, policies, and processes is a strong asset.

What We Offer:

• A culture based on caring, integrity, agility, collaboration, and striving for excellence.
• Competitive compensation
• Flex benefits
• Tuition assistance program
• Training and mentorship programs
• Charitable donation matching.

 “Agility is fundamentally crucial to our success”

We appreciate all applications; however, only those selected for an interview will be contacted.  Selected candidates may need to undergo criminal, education, and employment background checks, as well as additional skills assessments relevant to the position.

ATCO Energy Systems is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at www.atco.com. 

ATCO is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or any other characteristic protected by law. Visit our website for more information.

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