Manager - Planning Operations

Enercare is one of North America's leading home and commercial services and energy solutions companies. As a proudly Canadian-owned organization, we are committed to providing the best services, solutions, and advice to make our customers' homes as comfortable as possible. Our focus is on putting people first through listening to our customers, continuous improvement, and creating a destination for career development.

We offer comprehensive benefits, a DC Pension Plan, and a 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 embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work!

Summary:

This exciting leadership opportunity partners a dynamic and high intensity customer driven business unit with the ability to contribute directly to key performance metrics. Planning Operations Managers are empowered to create new and exciting ways of delivering customer service and organizational success and encouraged to collaborate across the company to produce outstanding results

This position is a key leadership role within the Planning Operations Department.

The successful candidate’s primary responsibilities will include; partnering with internal business partners including Field Management, Service Contractors, Call Centre, Sales, Executive team members and other Planning Manager’s as well as 3rd party vendors and suppliers.

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, outstanding communication skills, strategic decision making, proven experience successfully partnering with others and people leadership ability.

Accountabilities;

• Participates in and assists with 3rd party vendor discussions and meetings
• Support the Planning Operations Team and actively participate as required in leadership of all Planning Operations functions
• Proven ability to manage manpower/workload in peak and emergency situations
• Supports all Planning and Material Centre Clerks in achieving key performance targets and superior customer service
• Working closely with all lines of business to develop and implement process enhancements that drive customer satisfaction and manage business efficiency
• Ability to communicate at all levels within the organization, including written documentation, presentations and verbally in a professional, knowledgeable manner
• 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
• Ensure that all customer queue’s and service levels are managed within specified timeframes.

Qualifications:

• Strong knowledge of HVAC industry
• Understanding of Enercare installation processes, sales to finalization and product knowledge
• Ability to excel in a demanding; fast paced; ambiguous work environment while driving towards goals and targets.
• Intermediate level excel skills and a strong acumen for analysing data, vetting benefits and impacts from a business, customer and people perspective
• Experience with Visio, project management principals and business analyst background an asset
• Strong conflict resolution skills
• Demonstrated ability to make quick decisions without detailed information
• Detailed working knowledge of customer service operations including tools and systems
• Previous leadership experience is a must, Operational Leadership is an asset
• HVAC product knowledge required
• Excellent customer service, problem solving, interpersonal and communications skills

Enercare’s recruitment process includes accommodation for applicants with disabilities. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.