Strategic Director of Contact Center Optimization

3 days ago


Markham, Ontario, 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. 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.

This role is responsible for overseeing planning and optimizing resource utilization in our omni-channel contact center.

The ideal candidate will have experience working with internal partners to create business cases and financial forecasting from workforce forecasting of demand.

Additionally, they will be able to manage staffing levels and improve operational efficiency to ensure an exceptional customer experience.

A strong analytical skillset, combined with technical proficiency in contact center technology and workforce management tools, is required.

The Senior Director, Asset Management, will oversee the intake process to understand and forecast marketing and product campaigns which drive incremental demand volumes, headcount, and resources.

This includes monetizing and business casing each net new campaign and presenting associated costs and resources, followed by necessary approvals from the division SVP.

The successful candidate will partner with Client Account and Business Leads to understand data and analytics requirements.

They will also work with training and process teams to build processes to intake activities that impact budget/forecasting.

Experience working with vendors and internal vendor management teams is essential.

An estimated salary range for this position is $120,000 - $180,000 per annum, commensurate with experience.



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