Senior Manager - Planning, Analysis and Workforce Optimization

Job Description

<p>Enercare Inc. is one of Canada's largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating. </p><p><br></p><p>A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.</p><p><br></p><p>If you are ready to become one of our Experts, we would love to hear from you.</p><p><br></p><p><b>Summary:</b></p><p>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.</p><p><br></p><p><b>Responsibilities</b></p><ul><li><b>Deep Trend Analysis:</b> 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.</li><li><b>Build, implement, and manage capacity plans </b>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.</li><li>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.</li><li>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).</li><li>Promote a culture of continuous improvement and accountability within the team. Set clear performance expectations and provide regular feedback to meet team objectives.</li><li>Develop and maintain strong partnerships with cross-functional stakeholders to promote and provide awareness of the framework and educate + inform stakeholders of performance results.</li></ul><p><br></p><p><b>Qualifications:</b></p><ul><li>Analytical Skills: Exceptional ability to analyze data, forecast workload, and implement effective strategies.</li><li>Problem-solving: Proven ability to identify problems, understand business impact, and provide corrective actions.</li><li>Agility: Ability to handle ambiguity and make calculated assumptions with associated risk articulation.</li><li>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.</li><li>Leadership: Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders.</li><li>Communication: Excellent communication, listening, and interpersonal skills.</li><li>Education: A bachelor's degree in business administration, Operations Management, or a related field is preferred.</li><li>Minimum of 5+ yrs of progressive experience supporting planning and field operations (planning, forecasting, reporting + analytics)</li><li>Strongly preferred expertise and experience with configuration and tuning of field management systems optimizer</li><li>Proven experience in development and business planning (operations job and capacity management).</li><li>Certifications: Business Analytics and Workforce management certification is a plus.</li></ul><p><br></p><p><b>Compensation: $102,912 - $149,738</b></p><p><br></p><p><b>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.</b></p><p><br></p><p>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.</p><p><br></p><p>Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team.</p>