Senior Manager

3 weeks ago

Markham Ontario IP, CA Enercare Inc. Full time

Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings.


We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way.


Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.


Summary:

We are seeking an experienced senior leader that will be responsible for leading multiple teams that are critical to supporting our customers and our call centre teams. This individual will be responsible for driving the strategy and operations for our Quality Assurance/Compliance team, Executive Escalations team and leading the voice of the customer results and action plans while delivering exceptional customer experiences across all channels and mediums.


As a Senior Manager in Customer operations, you will play a vital role in driving our corporate customer experience strategy, educating, and aligning team members, and delivering exceptional customer experiences across all channels and mediums. This role will be a person who is experience at change management, people and operations leadership while driving improvements throughout the organization using critical thinking and best practice to work with key stakeholders to optimize processes and procedures.


Responsibilities:

  • Lead team managers and leaders through building and executing on strategies for improvement including people, training, process and automation
  • Motivating and building team through communication, development plans, KPI’s and rewards and recognition.
  • Build and drive prioritization of initiatives to improve the customer and agent experience through deep dive analysis on volumes, handle times and best practices.
  • Build and manage KPI’s that are value driven for the team and work with stakeholders to build reports that will showcase the results.
  • Collaborate and build plans with other departments to identify areas for improvement and implement changes that enhance customer satisfaction and reduce complaints.
  • Work with the team and stakeholders to provide detailed analysis, reporting and trends on key performance indicators (KPIs) such as CSAT, FCR, Google Reviews, NPS, and QA Score, making recommendations for improvement across the senior leadership team.
  • Build and support plans to upskill and improve the teams they support through collaboration with training and stakeholders.Experience in driving automation for tasks and workflows
  • Present strategies and execution plans supported by strong analysis with points of views and recommendations
  • Be a strong communicator with both customers and internal partners.
  • Have a deep understanding of best practices across internal and external environments to drive improvements.
  • Understand and elevate value drivers of quality with partners including vendor management team, training and our vendor partners to ensure that quality standards are elevated.


Qualifications:

  • Masters degree or equivalent courses/experience in business administration, Quality Management, or Operations Management.
  • Minimum 10 years of related work experience in contact center operations, quality assurance, or customer experience management.
  • 5+ years working in a process-oriented environment (e.g., Six Sigma, Lean).
  • 5+ years working with compliance and improvements (e.g. SOX, revenue assurance)
  • Extensive People management experience including leading frontline leaders and managers
  • 5+ years of expertise in building and executing on strategic projects
  • Data analysis skills using exel, reports and dashboard
  • Expert in Exel database management for automation of reports and streamlining reporting/audits
  • Customer experience management certification (e.g., CEM, CXPA).
  • Proven track record of process improvement and quality assurance success
  • Experience with customer experience management software and technology.
  • Experience in Customer Escalation management
  • Strong leadership and team management skills
  • Excellent communication and interpersonal skills
  • Analytical and problem-solving skills
  • Ability to work in a fast-paced environment.
  • Strong attention to detail and quality focus
  • Continuous learning and improvement mindset


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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