Senior Director, Asset Optimization
4 days ago
About Enercare Inc.
\Enercare Inc. is a leading Canadian home and commercial services company, offering a diverse range of products and services in heating, cooling, plumbing, electrical, water heating, and water purification. Our mission is to provide energy-efficient solutions to our customers, enabling us to work together towards a greener tomorrow.\We prioritize the health, safety, and well-being of our employees and strive to make a positive impact in the communities we serve. Our values and ambitions reflect our commitment to embracing change and supporting our team members.\
Operating nationally under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, we cater to Canadians in various provinces. As a subsidiary of Brookfield Infrastructure Partners LP, a global leader in alternative assets, we leverage their expertise in real estate, infrastructure, renewable power, and private equity.\
The Senior Director, Asset Optimization will oversee the planning and optimization of resource utilization in our omni-channel contact center. This role involves collaborating with internal partners to create business cases and financial forecasts based on workforce demand forecasting. Additionally, it entails working with vendors and internal vendor management teams to manage staffing levels and improve operational efficiency for an exceptional customer experience.\
Key Responsibilities:
- Manage the intake process to understand and forecast marketing and product campaigns driving incremental demand volumes, headcount, and resources.
- Monetize and create business cases for each net new campaign, presenting associated costs and resources for necessary approvals from the division SVP.
- Partner with Client Account and Business Leads to comprehend data and analytics requirements.
- Work with training and process teams to establish processes for intake activities impacting budget/forecasting.
- Collaborate with Vendor Management, BPO WFM, and external training teams to schedule learning sessions.
- Work with BI partners to ensure accurate reporting on metrics driving business decisions.
- Oversight of performance metrics for each Line of Business and partnership with the channel to build business cases for improvements or efficiencies.
- Provide gap analysis and collaborate with stakeholders for mitigation solutions when business goals are at risk of not being achieved.
- Develop and maintain strong partnerships with cross-functional stakeholders to promote and provide awareness of performance results.
- Set clear performance expectations and provide regular feedback to meet team objectives.
Ideal Candidate:\
- Exceptional ability to understand all links to a forecast and ensure accuracy and detail for monitoring and storytelling.
- Analytical Skills: Exceptional ability to analyze data, forecast workload, and implement effective staffing strategies.
- Ability to handle ambiguity and make calculated assumptions with associated risk articulation.
- Technical Proficiency: Deep knowledge of contact center technology and workforce management tools, as well as building models and databases.
- Leadership: Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders.
- OPEX Management: Expertise in managing operational expenditures.
- A bachelor's degree in business administration, Operations Management, or a related field is preferred.
- Progressive workforce management experience supporting contact centres (planning, forecasting, reporting + analytics).
- Proven experience in development and business planning (financials and budgeting).
- Certifications: Workforce management certification is a plus.
Compensation: $120,000 - $150,000 per year, depending on experience.
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