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.
- Solid 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.

📌 Director of Customer Service Operations (Toronto)
🏢 Metergy Solutions
📍 Toronto