Senior Manager - Planning, Analysis and Workforce Optimization
Top Benefits
About the role
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: Senior Manager of Planning, Analysis and Workforce Optimization
Reports to: Vice President - Call Centre and Customer Experience
Status: Full-Time, Regular
Location: Markham (Birchmount)
Summary:
The Senior Manager of Planning, Analysis and Workforce Optimization will oversee planning and optimize resource utilization in our operations team that supports the capacity management and planning for the booking of our technicians. This role involves reviewing all trends and analysis from our field management system, presenting perspectives on how to optimize and adjust business rules or processes to reduce manual interventions within our systems while improving productivity and efficiency with our field partners. This role will require partnership with multiple stakeholders to present perspectives and gain alignment on optimization. This role will also need to analyze and drive improvements so that we are meeting/exceeding our customer expectations on appointment availability.
Responsibilities
- Deep Trend Analysis: review all existing data points and work with DS&A on providing new data sets as required to build trends on how we are doing on appointments using key drivers of optimization such as current business rules and effectiveness, time and efficiency on appointments, areas that are driving appointments to be cancelled or rebooked, effectiveness of current rules etc.
- Build, implement, and manage capacity plans to ensure optimal staffing levels and efficient response times; closely work with planning and field teams to build/use forecasting models to pre-plan capacity required to meet demand.
- Synthesize quantitative data into actionable recommendations and partner with the business leaders to review performance and productivity to inform decisions/plans as necessary to mitigate risk and optimize customer experience, and maximize resource utilization as well as spending.
- Provide gap analysis and work with key stakeholders for mitigation solutions when business goals are at risk of not being achieved. (Cost-efficient levers that would deliver the right service level, cost, and customer satisfaction).
- Promote a culture of continuous improvement and accountability within the team. Set clear performance expectations and provide regular feedback to meet team objectives.
- Develop and maintain strong partnerships with cross-functional stakeholders to promote and provide awareness of the framework and educate + inform stakeholders of performance results.
Qualifications:
- Analytical Skills: Exceptional ability to analyze data, forecast workload, and implement effective strategies.
- Problem-solving: Proven ability to identify problems, understand business impact, and provide corrective actions.
- Agility: Ability to handle ambiguity and make calculated assumptions with associated risk articulation.
- Technical Proficiency: Deep knowledge of technologies that support a field workforce and ability to identify and analyze data using tools/technology. As well as building models and databases.
- Leadership: Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders.
- Communication: Excellent communication, listening, and interpersonal skills.
- Education: A bachelor’s degree in business administration, Operations Management, or a related field is preferred.
- Minimum of 5+ yrs of progressive experience supporting planning and field operations (planning, forecasting, reporting + analytics)
- Strongly preferred expertise and experience with configuration and tuning of field management systems optimizer
- Proven experience in development and business planning (operations job and capacity management).
- Certifications: Business Analytics and Workforce management certification is a plus.
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.
About Enercare Inc.
Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings. We take pride in continually striving to make a positive impact in the communities we operate in.
Enercare is a company that believes strongly in the health, safety and wellness of our people. It’s a place where careers are made. A place where people care about the communities we operate in, and who are inspired everyday by our purpose. In our values and our ambitions, we embrace change, and support our team members along the way.
Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future.
Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.
Senior Manager - Planning, Analysis and Workforce Optimization
Top Benefits
About the role
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: Senior Manager of Planning, Analysis and Workforce Optimization
Reports to: Vice President - Call Centre and Customer Experience
Status: Full-Time, Regular
Location: Markham (Birchmount)
Summary:
The Senior Manager of Planning, Analysis and Workforce Optimization will oversee planning and optimize resource utilization in our operations team that supports the capacity management and planning for the booking of our technicians. This role involves reviewing all trends and analysis from our field management system, presenting perspectives on how to optimize and adjust business rules or processes to reduce manual interventions within our systems while improving productivity and efficiency with our field partners. This role will require partnership with multiple stakeholders to present perspectives and gain alignment on optimization. This role will also need to analyze and drive improvements so that we are meeting/exceeding our customer expectations on appointment availability.
Responsibilities
- Deep Trend Analysis: review all existing data points and work with DS&A on providing new data sets as required to build trends on how we are doing on appointments using key drivers of optimization such as current business rules and effectiveness, time and efficiency on appointments, areas that are driving appointments to be cancelled or rebooked, effectiveness of current rules etc.
- Build, implement, and manage capacity plans to ensure optimal staffing levels and efficient response times; closely work with planning and field teams to build/use forecasting models to pre-plan capacity required to meet demand.
- Synthesize quantitative data into actionable recommendations and partner with the business leaders to review performance and productivity to inform decisions/plans as necessary to mitigate risk and optimize customer experience, and maximize resource utilization as well as spending.
- Provide gap analysis and work with key stakeholders for mitigation solutions when business goals are at risk of not being achieved. (Cost-efficient levers that would deliver the right service level, cost, and customer satisfaction).
- Promote a culture of continuous improvement and accountability within the team. Set clear performance expectations and provide regular feedback to meet team objectives.
- Develop and maintain strong partnerships with cross-functional stakeholders to promote and provide awareness of the framework and educate + inform stakeholders of performance results.
Qualifications:
- Analytical Skills: Exceptional ability to analyze data, forecast workload, and implement effective strategies.
- Problem-solving: Proven ability to identify problems, understand business impact, and provide corrective actions.
- Agility: Ability to handle ambiguity and make calculated assumptions with associated risk articulation.
- Technical Proficiency: Deep knowledge of technologies that support a field workforce and ability to identify and analyze data using tools/technology. As well as building models and databases.
- Leadership: Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders.
- Communication: Excellent communication, listening, and interpersonal skills.
- Education: A bachelor’s degree in business administration, Operations Management, or a related field is preferred.
- Minimum of 5+ yrs of progressive experience supporting planning and field operations (planning, forecasting, reporting + analytics)
- Strongly preferred expertise and experience with configuration and tuning of field management systems optimizer
- Proven experience in development and business planning (operations job and capacity management).
- Certifications: Business Analytics and Workforce management certification is a plus.
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.
About Enercare Inc.
Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings. We take pride in continually striving to make a positive impact in the communities we operate in.
Enercare is a company that believes strongly in the health, safety and wellness of our people. It’s a place where careers are made. A place where people care about the communities we operate in, and who are inspired everyday by our purpose. In our values and our ambitions, we embrace change, and support our team members along the way.
Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future.
Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.