Description
As the Director of Customer Services & Operations at Toronto Hydro, you will revolutionize the customer experience from engagement to service delivery. This hybrid position focuses on compliance, strategy, and operational excellence.<br/><br/>Your leadership will oversee key functions including customer engagement, billing, and metering while ensuring a customer-centric approach. You will use data-driven insights to streamline operations and foster an innovative culture that prioritizes high-quality service. Managing multi-functional teams, youll aim to enhance both customer satisfaction and organizational performance.<br/><br/>Key Responsibilities:
• Lead the transformation of customer engagement and operational strategy
• Utilize customer insights for continuous improvement initiatives
• Oversee performance metrics for contact centers and service delivery
• Drive training and process improvements for operational efficiency
• Ensure regulatory compliance and customer advocacy across functions<br/><br/>Requirements:
• 15 years of progressive leadership in customer service operations
• Minimum 7 years in senior roles with extensive team management
• Strong experience in regulated sectors like utilities
• Master’s degree in business or similar strongly preferred
• Proficiency in revenue assurance and billing processes<br/><br/>Elevate customer satisfaction and operational performance with Toronto Hydro.
