ATCO Looking for Supervisor, Billing Operations at Edmonton, Alberta, Canada Full Time

Division: Customer Support

Location: Edmonton, AB

Position Summary:

Always there. Anywhere. That’s us! We are committed to delivering inspired solutions for a better world. We care about our communities, we care about each other, and we care about showing up for those who need us. We never break a promise and we have the courage to do the right thing, even when it’s hard. We take pride in holding ourselves to the highest standard of integrity and excellence in all that we do.

Responsible for providing leadership and direction to a team of customer care representatives and team leads involved in back office, billing operations, and customer care. The Supervisor works directly with the Manager to meet daily operational business requirements, business objectives, and regulatory requirements, and to continually improve the performance of the area.

We’re looking for someone who cares about their work and strives for more each day. Someone who challenges the status quo, embraces change, and thrives in a collaborative work environment. If you are someone who approaches work with passion, curiosity and the courage to innovate, then this role is for you.

What You Get to Do:

• Leadership
• Provide staff direction on the activities related to the daily operations, ensuring services are delivered in a manner that meets business objectives, operational requirements, and metrics.
• Lead individual and team performance metrics with respect to quality and productivity.
• Supervises and takes responsibility for all aspects of resource management including employee engagement.
• Oversee and direct the daily operations to meet operational, business and customer care requirements.
• Provide visible leadership to ensure compliance with corporate policies and best practices related to Health, Safety and Environment.
• Foster a culture of psychological safety, innovation, transparency, and accountability in all areas of responsibility.
• Reporting and Regulatory Excellence
• Report regularly on key performance indicators and work to resolve operational issues.
• Provide support for regulatory filings and strategies.
• Manage the data gathering requirements for the Alberta Utility Commission’s (AUC) Rule 002 in collaboration with the regulatory team.
• Review and interpret changes in regulation or industry processes in the deregulated market and evaluate their impact on ATCO Electric business processes to ensure adherence to rules and regulations.
• External Relationships
• Ensure the integration of ATCO Electric business policies and processes with the designated Regulated Rate provider.
• Escalate issues with Retailers when processes do not align with ATCO Electric’s or do not support strong customer experiences.
• Conduct quarterly meetings with the Regulated Rate provider, facilitate a strong collaborative relationship and support joint processes as required.
• Ensure all market Retailers are aware of ATCO Electric rate changes, policy changes, and process changes.
• Participate in and/or facilitate special task force teams charged with addressing industry process issues.

Qualifications:

• Post-secondary education in Business Management, Information Technologies, or General Studies in Arts or Sciences or equivalent.
• Minimum 5-7 years’ experience in customer care and billing. At least three years of supervisory experience. Comprehensive knowledge of the electricity industry would be an asset.
• Able to lead and mentor staff in working toward business objectives.
• Able to excel in a supervisory role, a proven motivated self-starter with demonstrated ability to plan and execute projects.
• Knowledge of the utility business and its related software applications.
• Keen decision-making, analytical and problem-solving abilities, and able to make recommendations.
• Excellent leadership, communication, analytical and problem-solving skills.
• Demonstrates strong coaching/ leadership ability.
• Strong customer service focus.
• Ability to successfully lead teams through change.
• Demonstrated success leading in a unionized environment.
• Knowledge and experience of the electric industry structure in Alberta and the roles and responsibilities of market participants.
• Strong written and verbal communication skills.
• Demonstrated ability to achieve superior service and results.
• Functional knowledge and experience with Utility legislation, regulations, codes and rules governing the marketplace an asset.

What We Offer:

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

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

ATCO Electric is part of ATCO Ltd. With approximately 6,000 employees and assets of $23 billion, ATCO is a diversified global holding corporation with investments in Structures & Logistics (workforce housing, innovative modular facilities, construction, site support services, and logistics and operations management), Energy Infrastructure (electricity generation, transmission and distribution; natural gas transmission, distribution and infrastructure development; energy storage and industrial water solutions; and electricity and natural gas retail sales), Transportation (ports and transportation logistics) and Commercial Real Estate. More information can be found at www.ATCO.com. ATCO is 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.

Issued: August 30, 2023

Application Deadline: September 11, 2023

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