Director of Service (Contact Centre)

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.

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.
 
Our recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.