Workforce Manager

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has recently introduced a hybrid working environment pilot for most office-based roles, providing the benefits of in-person connection and collaboration with increased balance and flexibility. Under the current pilot that runs to the end of summer, applicable employees work in the office two days per week, and work from home three days. Join Enercare and take this journey with us that we’ll use to learn and shape the future hybrid model.

**Role**: Workforce Manager

**Status**: Regular, Full Time

**Reports to**: Senior Manager, Call Centre Effectiveness

**Location**: Remote

Summary
As a key member of our Workforce Management team supporting our Contact Centre, Billing & Collections operations, you will be accountable for standing up and supporting all WFM activities associated with a new vendor set up. You will work cross-functionally with internal business stakeholders to ensure we are supporting a variety of strategies across multiple contact types including Inbound, Blended, digital and offline. You possess an extensive workforce management background and will bring progressive ideas and solutions to our team to support our contact centre strategic roadmap. You will be an instrumental member of the operations team and dedicated to delivering excellence to our Enercare customers.

**Responsibilities**:

- Act as workforce planning and workload distribution lead in support of a billing and collections transformation initiative
- Develop and maintain workload distribution forecasts and strategies to support customer contact channels across inbound and offline campaigns (voice and digital)
- Work closely with 3rd party vendors to deliver KPI targets and fulfill workload distribution requirements
- Administer current ACD solutions, including IVR mapping and skill/call routing
- Proactively manage vendor partners to meet interval/daily/weekly/monthly workload requirements and make staffing recommendations to ensure service level objectives are met
- Analyze all customer service metrics, KPIs, forecasts and trends within the contact centre to understand variances and identify opportunities for service improvements
- Proactively surface issues and offer risk mitigation tactics and initiatives for both short term and long-term performance improvements
- Identify innovative and industry leading best practice solutions for contact centre operations including demand planning, IVR, workflow distribution, digital and self-serve options

**Requirements**:

- 5+ years of Workforce management experience developing forecasts and workload distribution models in a blended inbound/offline environment
- 5+ years of experience supporting and managing IVR and contact distribution channels
- Ability to develop distribution patterns and requirements using a variety of tools
- Prior experience supporting Inbound Service, Collections and Offline functions
- Experience managing dialer platforms and outbound campaign strategy is considered an asset
- Agile, comfortable in fast paced environment, adaptable and at ease handling competing priorities
- Strong collaborator - can work with a variety of key stakeholders both internal and external
- Highly organized and detail oriented with focus on execution, problem solving, and improving processes
- Excellent presentation skills - ability to take complex information from a variety of sources and disseminate clearly and cohesively
- Experience managing dialer platforms and outbound campaign strategy is considered an asset

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