Manager, Operations Support - Markham, Canada - ENERCARE

ENERCARE

Verified Company

Markham, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer's homes as comfortable as they can be.

With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces.

We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work.

Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people's careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan.

If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization.

Join us with an open mind on the future of work

Role:
Manager, Operations Support

Status:
Regular, Full Time

Division:
Enercare Home and Commercial Services

Location:
Birchmount (Markham)

The Manager of the Operations Support group will work closely with other departments and business leaders collaborating on business process excellence, business policies, corporate goal achievement, resource allocation while always representing the Customer Operations Department in a positive employee and business focused manner.

Accountabilities:

Direct accountability for a variety of corporate key performance objectives including: Sales Order fulfillment and finalization; Contractor Payments, Billing timeliness, completeness, accuracy and quality; Call handling and customer experience; and Business Continuity
Manage and lead a team of 11 unionized clerical staff with potential for team growth
Work and coordinate with internal departments, Sales, Field, and General Managers to ensure completeness and accuracy for Sales Order Fulfillment while coordinating effort required for service work and installations with contractors and Customers
Handle escalations from business partners including contractors, and internal stakeholders while delivering the best in class Customer Experience
Responsible for employee recruitment, training needs analysis and delivery, and disciplinary actions
Develop, manage and maintain reporting of department performance metrics
Research user, transaction and system issues to identify errors and omissions and propose recommendations
Manage and drive compliance within the team for all policies and procedures as specified by the company and government legislation related to the task at hand
Improve and maintain quality standards while executing regular and consistent testing, controls, and reporting
Support customer experience improvement programs driven by other business units
Key lead in identifying, prioritizing, supporting and leading process improvement projects that align with Enercare's service quality standards
Act as an agent of change within the organization supporting the need for continuous improvements
Foster positive working relationships and development of our business through participation at Leadership Meetings to improve partnership with key stakeholders and business partners
Initiate and lead meetings and communication with business partners to drive improvement and resolution
Proven ability to manage manpower/workload in peak and emergency situations

Qualifications:

Postsecondary education in Business or minimum 3 years work experience in a Customers Operations or similar role as required with formal training in Management
Experience in a Leadership role within a unionized environment and Collective Bargaining agreements
Experience with developing, maintaining, delivering and reporting of key performance indicators
Experience with Commercial, Multipremise and/or Business to Business Sales Support Operations environment and customer base
Minimum 2 years vendor management experience
Experience monitoring and configuration of call queues and quality analytics
Ability to consistently exercise the understanding and appreciation of the "Big Picture" while executing change for projects and tasks in line with Enercare's Strategic Initiatives and Objectives
Flexibility to work afterhours when necessary, especially during peak periods in this industry including monthend
HVAC industry experience is desirable
Excellent problem solving and communications skills

Data Analytics and proficient with Microsoft Excel/Access

Excellent interpersonal skills; effective leadership and coaching skills
Ability to excel in a demanding; fast paced; ambiguous work environment while driving towards goals a