LU Service Corp. Londonderry, NH, US, 03053 Gainesville, GA, US, 30501 Massena, NY, US, 13662 Fall River, MA, US, 02724 Tyler, TX, US, 75703 Manchester, NH, US, 03101 Bryson, TX, US, 76427 Joplin, MO, US, 64804 Merrick, NY,US, 11566 Litchfield Park, AZ, US, 85340 Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team. At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.
This role is accountable for optimizing the performance of both internal and outsourced contact center operations serving gas and electric customers. This role ensures service delivery excellence through effective vendor governance, forecasting, staffing optimization, and operational analytics. The position drives the balance between customer experience, reliability, and cost to serve—ensuring that customers are supported 365/24/7 across voice, chat, and digital channels.
Bachelor's degree in Business, Operations, or a related field (or equivalent experience). 5+years of experience in a large-scale utility or regulated industry contact center environment. Proven experience managing outsourced vendor relationships and workforce operations. Strong analytical and technical skills, including proficiency in Excel, Power BI/Tableau, and WFM platforms. Understanding of contact center metrics and their impact on regulatory compliance, affordability, and reliability. Excellent communication and negotiation skills with ability to influence cross-functionally. Demonstrated success implementing governance frameworks and process standardization across multiple locations. This position requires travel to locations in the United States and occasionally to the head office in Canada. A valid passport is required for international travel.
Utility industry experience in electric, gas, or combination operations. Knowledge of regulatory reporting, call quality compliance, and customer satisfaction drivers. Lean Six Sigma, PMP, or equivalent process improvement certification. Passion for creating a unified culture across internal and vendor teams—“One Vision. One Team. One Voice.” Strategic thinker with a hands-on approach to daily performance execution.
Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally. For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life. Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction. With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global, Act Local” business model.
Company funded Pension program 401k with Company match Full insurance benefits (health/dental/vision/life) Collaborative environment with a genuine flexible working policy Share purchase/match plan Defined Contribution savings plan Top Talent Program Volunteer paid days off Employee Assistance Program Achievement fund
We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity. We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.