Manager, Contact Centre Vendor Management

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Summary:

The Vendor Manager plays a pivotal role in overseeing and managing vendor relationships within the contact center environment. This individual is responsible for driving sales, enhancing service delivery, managing billing processes, facilitating moves, and fostering customer retention and loyalty. They are accountable for achieving expense, unit, and revenue targets while maintaining high-quality service standards, as measured by Service Level Agreements (SLAs) and Net Promoter Scores (NPS).

The Vendor Manager’s primarily focuses on overseeing vendor relationships within a specified scope of 200-500 seats, with accountability for revenue and expenses. S/he would independently manage billing processes, moves, and retention initiatives while championing service excellence. His or her skill development emphasizes expertise in sales, customer service, and financial acumen.

Responsibilities:

- Cultivate and maintain strong relationships with external vendors providing services to the contact center
- Collaborate with vendors to align strategies and goals with Enercare's objectives
- Monitor vendor performance and address any issues or concerns in a timely manner
- Develop strategies to optimize sales performance within the contact center environment
- Implement initiatives to enhance service quality and customer satisfaction.
- Work closely with sales and service teams to ensure alignment with organizational goals and objectives.
- Oversee billing processes to ensure accuracy and timeliness.
- Coordinate moves and changes within the contact center, ensuring minimal disruption to operations.
- Streamline billing and moves procedures to improve efficiency and customer experience.
- Develop and implement retention strategies to enhance customer loyalty.
- Analyze customer feedback and data to identify opportunities for improvement.
- Collaborate with cross-functional teams to execute loyalty programs and initiatives.
- Set and monitor expense, unit, and revenue targets for the contact center.
- Identify cost-saving opportunities and operational efficiencies.
- Track and report financial performance metrics to senior management.
- Establish and monitor Service Level Agreements (SLAs) to ensure service excellence.
- Track and analyze Net Promoter Scores (NPS) to measure customer satisfaction.
- Implement strategies to improve quality of service based on performance metrics.

Qualifications:

- Ability to communicate effectively with internal teams, external vendors, and senior management.
- Proficiency in analyzing data and identifying trends to drive decision-making and performance improvement.
- Demonstrated leadership qualities with the ability to motivate and inspire teams to achieve goals.
- Experience in managing vendor relationships and optimizing vendor performance.
- Understanding of financial principles and the ability to manage budgets and financial targets effectively.
- Commitment to delivering exceptional customer service and driving customer satisfaction and loyalty.
- Aptitude for identifying issues, developing solutions, and implementing process improvements.
- Track record of achieving targets and delivering results in a fast-paced, dynamic environment.
- Ability to adapt to changing priorities and business needs while maintaining focus on key objectives.
- Strong teamwork and collaboration skills, with the ability to work cross-functionally to achieve common goals.

Compensation: $74,817 - $118,211

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

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.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team.