Lead customer service operations across Canada and the U.S. through workforce management, training, vendor performance, and data-informed improvement. As Director of Service, you will shape operating strategy across contact centre operations, outsourced partners, training, and workforce management. You will develop three direct-report leaders while strengthening customer experience, accountability, and operating discipline. Metergy’s service model supports utility billing and submetering customers. Key Responsibilities:
Lead consistent, accurate, compliant service operations across Canada and the U.S. Set strategy, performance expectations, governance, and operating rhythms. Develop Call Centre, Vendor, and WFM Manager direct reports. Strengthen training, onboarding, coaching, quality assurance, and knowledge management. Use data, feedback, call listening, and frontline insight for improvement. Requirements:
10+ years in customer service or related service operations. Experience leading in-house and third-party contact centre operations. Strong understanding of metrics, service levels, quality, and escalations. Ability to lead through coaching, trust, clarity, and follow-through. Analytical, practical, open, motivated, and solutions-oriented approach. Direct Metergy’s customer service operations with expertise in training, workforce management, vendor governance, and continuous improvement.
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Director of Customer Service Operations in Toronto employer: Metergy Solutions Inc.
Metergy Solutions Inc. is an exceptional employer that combines the dynamic energy of a startup with the stability of a well-established company, offering employees a chance to contribute to meaningful carbon reduction initiatives. With a strong commitment to employee growth, Metergy provides comprehensive benefits including fully covered health and dental plans from day one, retirement planning support, and opportunities for continuous learning. The inclusive and high-performing work culture fosters collaboration and positivity, making it a great place to thrive both personally and professionally in the vibrant Markham area, soon to be North York.
