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Markham

    Manager - Operations Support (18-month contract) - Markham, Canada - Enercare

    Enercare
    Enercare Markham, Canada

    1 week ago

    Default job background
    Regular, Full time
    Description

    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:

  • Post-secondary 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, Multi-premise 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 after-hours when necessary, especially during peak periods in this industry including month-end
  • 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 and targets
  • Proficiency in creating, developing, delivering professional presentations to all levels of management, including Senior Leadership team, in a Corporate environment
  • Strong conflict resolution skills
  • Demonstrated ability to make quick decisions without detailed information
  • Ability to handle escalated customer issues

    • Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare's recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant's accessibility needs due to disability and are available upon request.

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