Role: Manager, Planning OperationsStatus: Full Time, RegularReports to: Director, Customer Operations, EHSLocation: Birchmount (Markham)Hours: Hours will be based on business needs - including afternoons, evenings, and weekends
Compensation: $74,817 - $118,211
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.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 Excel 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
