Senior Manager - Planning, Analysis and Workforce Optimization

Senior Manager - Planning, Analysis and Workforce Optimization

Markham, ON, Canada

Overview

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

Equal Opportunity

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.

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