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Executive Leader

1 week ago

Markham, Ontario, Canada Enercare Inc. Full time
Job Description:

Enercare Inc. is a leading provider of home and commercial services in Canada, offering a range of products and services to customers across the country.

We are seeking an experienced senior leader to join our team as a Senior Manager in Customer Operations. This role 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.

About the Role:

  • Lead team managers and leaders through building and executing on strategies for improvement including people, training, process, and automation.
  • Motivate and build team through communication, development plans, KPIs, 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 KPIs that are value-driven for the team and work with stakeholders to build reports that 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.
  • Presentation of strategies and execution plans supported by strong analysis with points of view 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.