Manager, Operations Support

2 weeks ago

Markham, Canada ENERCARE 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

**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**:

- 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 a

  • Manager, Finance Operations

    4 weeks ago

    Markham, Canada Support Services Office Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Manager, Finance Operations

    3 weeks ago

    Markham, Canada Support Services Office Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Manager, Finance Operations

    1 week ago

    Markham, Ontario, Canada Support Services Office Full time

    We are Sienna Senior Living, a leading company in Canada owning and managing seniors' residences, committed to providing outstanding care and support to seniors and their families, ensuring they live fulfilling lives with comfort and respect.What Sienna Offers:A competitive compensation and vacation packageEmployer Paid Health & Dental BenefitsRRSP with...

  • Executive Assistant

    4 weeks ago

    Markham, Canada Support Services Office Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Executive Assistant

    3 weeks ago

    Markham, Canada Support Services Office Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Operations Support Leader

    3 weeks ago

    Markham, Canada Aviva Full time

    he Operations Support Leader is responsible for underwriting assignment and oversight on centralized administrative duties managed by the Operations team to ensure proper governance and adherence to business best practices. ACCOUNTABILITIES- Monitor weekly capacity and availability to optimize underwriting capacity, escalating any gaps or trends to senior...

  • Executive Chef, Culinary Services, Long Term Care Operations

    2 weeks ago

    Markham, Canada Support Services Office Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Sales Support Specialist

    14 minutes ago

    Markham, Canada Support Services Office Full time

    What Sienna Offers: We are a purpose driven organization. We aspire to cultivate an environment and culture where team members feel valued, heard and empowered to do meaningful work. And we offer a number of programs and benefits that support team members’ financial, personal and professional needs: A competitive salary and vacation package Health &...

  • Senior Manager, Internal Audit

    7 days ago

    Markham, Ontario, Canada Support Services Office Full time

    Senior Manager, Internal Audit & Insurance We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada's leading owners and operators of seniors' residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada's...

  • Operations Support Clerk

    3 weeks ago

    Markham, Canada ENERCARE Full time

    Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, savings match plans, overtime, shift premiums and a DC Pension Plan after 24 months. If you are passionate about delivering 5 Star Customer Service, we would love to hear from you. **Job Title**: Operations Support...

  • Operations Support Clerk

    4 weeks ago

    Markham, Canada ENERCARE Full time

    Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, savings match plans, overtime, shift premiums and a DC Pension Plan after 24 months. If you are passionate about delivering 5 Star Customer Service, we would love to hear from you. **Job Title**: Operations Support...

  • Operations Support Clerk

    3 weeks ago

    Markham, Canada ENERCARE Full time

    Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, savings match plans, overtime, shift premiums and a DC Pension Plan after 24 months. If you are passionate about delivering 5 Star Customer Service, we would love to hear from you. **Job Title**: Operations Support...

  • Operations Support Clerk

    7 days ago

    Markham, Canada ENERCARE Full time

    Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, savings match plans, overtime, shift premiums and a DC Pension Plan after 24 months. If you are passionate about delivering 5 Star Customer Service, we would love to hear from you. **Job Title**: Operations Support...

  • Personal Support Worker

    3 weeks ago

    Markham, Canada CanDo Support Services Inc. Full time

    We are currently hiring Personal Support Workers (PSWs)! As a CanDo Support Services Inc. employee, you will work in a private home setting or a retirement home residence, under the direction of a supervisor. If you are looking to earn extra hours from time to time working with an agency please apply. **PSWs are tasked with providing**: - Homemaking -...

  • Accountant - Operational Finance (Long Term Care)

    3 weeks ago

    Markham, Canada Support Services Office Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Accountant - Operational Finance (Long Term Care)

    3 weeks ago

    Markham, Canada Support Services Office Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Senior Manager, Internal Audit

    4 weeks ago

    Markham, Canada Support Services Office Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Senior Manager, Internal Audit

    3 weeks ago

    Markham, Canada Support Services Office Full time

    We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling...

  • Operations Manager

    2 weeks ago

    Markham, Canada Cornerstone Christian Community Church Full time

    **General Overview** Cornerstone Christian Community Church is a vibrant, Jesus-centred intercultural Christian community. Our mission is to make space for Jesus to shape people together in God’s love. We are committed to serving our congregation and the local community and our home base is a multi-purpose community centre. We provide a welcoming and...

  • Operations Support Clerk

    1 month ago

    Markham, Canada Enercare Full time

    Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, savings match plans, overtime, shift premiums and a DC Pension Plan after 24 months. If you are passionate about delivering 5 Star Customer Service, we would love to hear from you. Job Title: Operations Support Clerk...