Customer Support Operations Manager

1 week ago

Markham, Ontario, Canada Enercare Inc. Full time

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

Summary:

The Customer Support Operations Manager is responsible for overseeing daily operations and managing a team of unionized clerks to ensure efficiency, productivity, and compliance with company policies and union agreements. This role requires strong leadership, operational expertise and the ability to foster positive relations while meeting organizational goals.

Responsibilities:

Operational Management

  • Oversee day-to-day operations, ensuring tasks are completed on time and according to established standards
  • Monitor workflow, identify bottlenecks and implement process improvements to enhance efficiency
  • Ensure compliance with operational policies, safety regulations and union agreements

Team Leadership

  • Supervise, mentor and evaluate the performance of unionized clerks
  • Ensure proper staffing levels and manage schedules to meet operational demands
  • Handle performance management, coaching and development of team members

Labour Relations & Compliance

  • Maintain positive relationships with union representatives and ensure compliance with collective bargaining agreements
  • Participate in grievance handling and resolution processes
  • Ensure fair and consistent application of company policies and disciplinary procedures

Reporting & Data Management

  • Track and analyze key operational metrics (e.g. productivity, attendance and quality)
  • Prepare reports for senior management and recommend operational improvements based on data insights
  • Prepare and investigate payments

Continuous Improvement

  • Drive continuous improvement initiatives to enhance operational performance
  • Collaborate with other departments to streamline processes and implement best practices

Qualifications:

  • Education: Bachelor's degree in Business Administration, Operations Management or related field preferred
  • Experience: 5+ years of experience in operations management, preferably in a unionized environment
  • Strong understanding of labour relations and collective bargaining agreements
  • Proven leadership and team management skills
  • Proficiency in data analysis and reporting tools (MS Excel, MS Access, Salesforce.com)
  • Excellent communication, conflict resolution and organizational skills

Working Environment:

  • Fast-paced operational environment
  • May require occasional overtime and weekend work to meet operational demands
  • Frequent interaction with union representatives and various departments

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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