Team Leader, Sales Support

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 are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made.

We take pride in caring for and continually striving to make a positive impact in the communities we operate in. 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.

Summary :

The Team Leader, Sales Support will partner with a team of specialized sales support professionals, cross-trained with a unique primary focus.

This role works with the department’s front-line supervisor providing training, leadership, and real-time adherence to approximately 15 Sales Support Coordinators, ensuring the department achieves its goals in a timely matter to maximize sales results.

Responsibilities

• Real-time management of the distribution of call volume and workloads for all work streams in communication with the acting supervisor.
• Ensuring Sales Support Coordinators understand and comply with all call center objectives, performance standards, and policies.
• Review daily / weekly / monthly reporting to analyze and action team productivity and results.
• Develops and delivers training sessions.
• Communicate, provide direction, and support Sales Support Coordinators, complimenting their ability to execute the highest level of customer satisfaction.
• Support department supervisor and ensure call quality assurance is at high levels by participating in call quality calibration sessions.
• Process same-day scheduling needs (time off and overtime based on demands and budget).
• Oversee multiple department email boxes.
• Ensure hours and notices are accurately noted to comply with payroll requirements.
• Provide backup support on inbound queue to support the field and stimulate the growth of our rental water heater business.
• Support peers as required on financing, stimulus programs etc.

Qualifications

• 2-5 years call center workforce management and / or supervisory role
• Strong leadership skills with the ability to motivate others
• Excellent problem-solving skills
• High motivated to ensure department meets and exceeds targets
• Experience working in a unionized environment preferred
• Proven interpersonal and verbal / written communication skills, self-motivated, highly organized, detail-oriented, and with the ability to work in a fast-paced environment
• Proficient in Microsoft Office including Excel with knowledge of creating and updating spreadsheets with formulas
• Experience with Avaya, Salesforce and the HVAC industry is an asset

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.