Senior Manager, Planning and Performance

2 weeks ago

Markham, Canada 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:

The Senior Manager, Planning and Performance will oversee planning and optimizing resource utilization in our omni-channel contact center. This role involves working with internal partners to create the link with business cases and financial forecasting from our workforce forecasting of demand and working with vendors and internal vendor management teams in managing staffing levels and improving operational efficiency to ensure an exceptional customer experience.


Responsibilities:

  • Manage an intake process to understand and forecast marketing and product campaigns which drive incremental demand volumes, headcount, and resources.
  • Monetize and business case each net new campaign and present associated costs and resources, followed by necessary approvals from the division SVP.
  • Partner with Client Account and Business Leads to understand the data and analytics requirements.
  • Closely work with workforce teams and build/use forecasting models to pre-plan capacity required to meet demand.
  • Work with training and process teams to build processes to intake activities that impact budget/forecasting. (shrinkage/LOAD factors) with BPO partners.
  • Work with Vendor Management team and BPO WFM and in/external training teams to schedule learning sessions.
  • Work with our BI partners to ensure that we have accurate reporting on metrics to drive the business.
  • Oversight into the performance metrics of each Line of Business and partner with the channel to build business cases to drive improvements or efficiencies. Provide gap analysis and work with key stakeholders for mitigation solutions when business goals are at risk of not being achieved. (Cost-efficient levers that would deliver the right service level, cost, and employee satisfaction).
  • Develop and maintain strong partnerships with cross-functional stakeholders to promote and provide awareness of of performance results.
  • Coordinate with relevant teams to address operational challenges.
  • Promote a culture of continuous improvement and accountability within the team. Set clear performance expectations and provide regular feedback to meet team objectives.


Qualifications:

  • Attention to detail: Exceptional ability to understand all the links to a forecast and ensuring accuracy and detail for monitoring and storytelling.
  • Analytical Skills: Exceptional ability to analyze data, forecast workload, and implement effective staffing strategies.
  • Proven ability to build and present with succinct stories around the key drivers of cost, efficiency and plans
  • Problem-solving: Proven ability to identify problems, understand business impact, and provide corrective actions.
  • Agility: Ability to handle ambiguity and make calculated assumptions with associated risk articulation.
  • Technical Proficiency: Deep knowledge of contact center technology and workforce management tools. As well as building models and databases.
  • Leadership: Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders.
  • OPEX Management: Expertise in managing operational expenditures
  • Business case development.
  • Communication: Excellent communication, listening, and interpersonal skills.
  • Education: A bachelor’s degree in business administration, Operations Management, or a related field is preferred.
  • Minimum of 8+ yrs. of progressive workforce management experience supporting contact centres (planning, forecasting, reporting + analytics)
  • Proven experience in development and business planning (financials and budgeting).
  • Certifications: Workforce management certification is a plus.


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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