Senior Director, Asset Optimization

7 days ago

Markham, Ontario, Canada Enercare Inc. Full time

Enercare Inc. is a leading home and commercial services company in Canada, offering comprehensive products and solutions for heating, cooling, plumbing, electrical, water heating, and water purification.

Our purpose revolves around providing energy-efficient products and services to customers, fostering a greener tomorrow through collective efforts starting in homes and buildings.

We prioritize the health, safety, and wellness of our people, taking pride in caring for and continually striving to make a positive impact in the communities we operate in.

Nationally, Enercare Inc. operates under several brands, including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Styles Mechanical Services, serving Canadians across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec, and New Brunswick.

The company is wholly owned by Brookfield Infrastructure Partners LP, a global leader in managing alternative assets across real estate, infrastructure, renewable power, and private equity.

The Senior Director, Asset Optimization, will oversee planning and optimizing resource utilization in our omni-channel contact center.

This role involves working with internal partners to create links between business cases and financial forecasting from workforce forecasting of demand, as well as collaborating with vendors and internal vendor management teams to manage staffing levels and improve operational efficiency for an exceptional customer experience.

To accomplish this, you will manage an intake process to understand and forecast marketing and product campaigns driving incremental demand volumes, headcount, and resources.

You will monetize and business case each net new campaign, presenting associated costs and resources, followed by necessary approvals from the division SVP.

Additionally, you will partner with Client Account and Business Leads to comprehend data and analytics requirements, work with training and process teams to build processes impacting budget/forecasting, and collaborate with Vendor Management team, BPO WFM, and external training teams to schedule learning sessions.

You will also work with our BI partners to ensure accurate reporting on metrics driving the business, provide oversight into performance metrics of each Line of Business, and partner with the channel to build business cases for improvements or efficiencies.

Furthermore, you will conduct gap analysis and collaborate with key stakeholders to mitigate solutions when business goals are at risk of not being achieved.

This position requires strong partnerships with cross-functional stakeholders to promote and provide awareness of performance results, setting clear performance expectations, and providing regular feedback to meet team objectives.

The ideal candidate should possess exceptional analytical skills, including the ability to analyze data, forecast workload, and implement effective staffing strategies.

You should be able to handle ambiguity and make calculated assumptions with associated risk articulation, demonstrating deep knowledge of contact center technology and workforce management tools, as well as building models and databases.

A bachelor's degree in business administration, operations management, or a related field is preferred, along with progressive workforce management experience supporting contact centers (planning, forecasting, reporting, and analytics).

Proven experience in development and business planning (financials and budgeting) is also required, with certifications such as workforce management certification being a plus.

We are committed to equal employment opportunity, regardless of race, color, 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.

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