Director of Service (Contact Centre)

About Metergy Solutions Inc. (“Metergy”) 

Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record. We’re a technology company that drives huge carbon emission reductions. This is a once-in-a-career opportunity.

As one of North America’s most experienced submetering providers, Metergy has brought turnkey solutions to clients for over 45 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings, and bills and collects for the cost of commodities and administrative charges for the services provided. The business model allows for long-term recurring revenue through an innovative Submetering as a Service (SaaS) model. Submetering is proven to reduce in-suite energy consumption by 40%, driving decarbonization efforts for Metergy’s clients. This performance has enabled Metergy to issue green bonds and obtain green financing.   

Positioned as the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy has more than 900,000 contracted meters, issues over 4M utility bills annually and has over 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners. Brookfield is one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.  

Our Mission 

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good. 

At Metergy, we don’t just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That’s why we’re thrilled to be recognized as a Great Place to Work for the third consecutive year! This achievement reflects our unwavering commitment to building a workplace that’s respectful, inclusive, and high-performing.

Come be part of a team that leads with passion, thrives on positivity, and delivers with precision. We’re proud of who we are and even prouder of where we’re headed.

Metergy office location is in Markham but will be moving to North York toward the end of 2026!

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.