Manager - Planning Operations

Enercare•Markham, ON

69d•$74,817 - $118,211•Onsite

About The Position

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.

Requirements

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 Excel speadsheet skills and a strong acumen for analyzing data, vetting benefits and impacts from a business, customer and people perspective

Nice To Haves

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

Responsibilities

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