Manager, Dispatch

EPCOR•Edmonton, AB

10d•Hybrid

About The Position

PCOR is hiring a Manager, Dispatch to oversee a critical 24/7 operation that sits at the intersection of emergency response, field operations, and customer experience. This role is central to ensuring emergent water and sewer issues are managed effectively—from the first call to our Trouble line through coordinated field response and follow‑up. The position carries accountability for operational performance, dispatch processes and systems, and service quality outcomes that directly influence customer satisfaction and performance‑based targets. Working closely with field operations and internal partners, the role drives continuous improvement, strengthens communication and quality assurance practices, and ensures dispatch operations consistently reflect EPCOR’s commitment to reliability, responsiveness, and customer trust. This position may be eligible for EPCOR’s hybrid work program. Candidates must reside in Edmonton or the surrounding area, or within a 90‑minute commute of the primary work location.

Requirements

A university degree or college diploma in Business, Engineering, or a related discipline.
5+ years managing teams of technical professionals and administrative staff.
3+ years utility experience.
Experience managing in a unionized environment, including performance management and professional development.
Demonstrated ability to de-escalate difficult customer situations with empathy, efficiency, and solution focus.
Strong track record of continuous improvement and leading change in operational settings.
Understanding of the utility sector and experience in a regulated business environment.
Familiarity with foundational utility systems/tools such as work management, GIS, customer care & billing, and telephony systems, plus the functional capabilities of business intelligence tools.
Strong written and verbal communication, problem-solving, delegation, coaching, and accountability practices.
Ability to lead change, manage impacts, and align teams through shifting priorities.
Valid Class 5 Alberta Driver’s License and ability to obtain/maintain an EPCOR driver’s permit (up to 6 demerits).
At least 18 years of age.
Successfully attained a high school diploma (GED, or equivalent level of secondary education).
Legally entitled to work in Canada.

Responsibilities

Accountable for the performance of dispatch operations, ensuring customer inquiries, complaints, emergent notifications, and 24/7 Trouble line calls are managed safely, consistently, and effectively.
Lead development and execution of the annual operational plan, including priorities, resource planning, budgeting, and staffing to achieve targets.
Ensure dispatch operations consistently adhere to defined processes, procedures, and service standards.
Work cross-functionally across linear assets (water and wastewater collection systems) as well as more broadly across EPCOR Water Services to drive continuous improvement by identifying and implementing process changes and system enhancements that improve service delivery and reliability.
Oversee 24/7 dispatch responses to emergent events, including water main breaks, water quality concerns (including sample scheduling), sewer issues, and spills.
Ensure dispatch operations support all safety‑sensitive work through clear procedures, training, and compliance with legislative and regulatory requirements.
Manage internal relationships with EPCOR Energy Services and customer services provided through the service level agreement.
Promote a safe work environment and zero‑injury culture; lead incident investigations, root‑cause analysis, and corrective actions.
Evaluate customer service interactions to ensure service quality standards (reliability, responsiveness, assurance, empathy, professionalism) are consistently met.
Deliver and analyze monthly performance‑based rate reporting, identifying trends and opportunities to improve customer satisfaction.
Build and lead a high‑performing team in a unionized environment through clear expectations, accountability, performance management, and development.
Collaborate cross‑functionally and lead customer experience initiatives, including requirements definition and user acceptance testing, to improve dispatch outcomes.