Manager - Planning Operations

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.

Role: Manager, Planning Operations

Status: Full Time, Regular

Reports to: Director, Customer Operations, EHS

Location: Birchmount (Markham)

Hours: Thursday to Monday 2:30p.m. - 10:30p.m.

Summary:

This position is a key leadership role within the Planning Operations Department. Planning Operations leaders will create an environment orientated to trust, open communication, creative thinking & cohesive team effort. They will lead, motivate, develop and partner with a team of unionized employee’s with the goal in achieving and maintaining high employee engagement and business performance, and outstanding customer service.

This role demands proven people and business leadership skills. Abilities that are required for budget management, developing and monitoring KPI’s for the department, outstanding communication skills, strategic decision making, proven experience successfully partnering with others and people leadership ability.

This role requires the ability to understand and build processes, managing capacity for our planning and field workforce and ensuring that our customers are getting timely resolution to their service needs.

Accountabilities:

- Support, Coach and as required Performance Manage direct reports including development of Employee’s Scorecards, facilitating 1-1’s, completing Annual Performance Reviews and the management of key business objectives at an individual level

- Manage and build KPI’s for the team that reflect productivity and performance that link to our customers and operational efficiencies

- Working closely with all lines of business to develop and implement process enhancements that drive customer satisfaction and manage business efficiency

- Supports all Planning and Material Centre Clerks in achieving business key performance targets and superior customer service

- Perform root cause analysis and key drivers for customer or productivity issues while developing Point of View on how to fix or improve

- Ensure that measurements and tracking for all customer queue’s, case management and service levels are managed within SLA’s to meet customer commitments

- Ability to build and manage forecasts for capacity and shift allocations

- Managing budgets for the team

- Proven ability to manage manpower/workload in peak and emergency situations

- Participates in and assists with 3rd party vendor discussions and meetings

- Ability to communicate at all levels within the organization, including written documentation, presentations and verbally in a professional, knowledgeable manner

- Ability to proactively engage from a customer lens to improve or support the improvement of business practices and/or SLA’s.

- Support the Planning Operations Team and actively participate as required in leadership of all Planning Operations functions including managing and maintaining scheduling of technicians, redistributing workload across the field workforce to drive customer priorities or improved costs and day to day load and capacity management

- Building best practices and sharing with the team in weekly and monthly huddles

- Work with partners in Training to onboard new team members in an efficient and organized fashion

Qualifications:

- 2-3 years of previous leadership experience in an Operational Management

- Required post-secondary diploma or degree with preference in operational management

- Understanding of Enercare products and installation processes, sales to finalization and product knowledge

- Proven ability to manage workload and capacity while forecasting out trends that will inform staffing models

- Excellent customer service, problem solving, interpersonal and communications skills

- Experience in working with end to end teams to partner for business outcomes, including Business Intelligence and Reporting, Contact Centre and Field Management Teams

- Detailed working knowledge of customer service operations including KPI’s, tools and systems

- Ability to excel in a demanding; fast paced; ambiguous work environment while driving towards goals and targets

- Strong conflict resolution skills

- Demonstrated ability to make quick decisions without detailed information

- Strong knowledge of HVAC industry and HVAC product knowledge required

- Intermediate to expert level exel speadsheet skills and a strong acumen for analyzing data, vetting benefits and impacts from a business, customer and people perspective

- Experience with Visio, project management principals and business analyst background an asset

- Experience with Powerpoint and Word to build presentations and story boards with Points of View, challenges and opportunities

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 into account the applicant’s accessibility needs due to disability and are available upon request.