Manager, Contact Centre Vendor Management

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 Vendor Manager plays a pivotal role in overseeing and managing vendor relationships within the contact center environment. This individual is responsible for driving sales, enhancing service delivery, managing billing processes, facilitating moves, and fostering customer retention and loyalty. They are accountable for achieving expense, unit, and revenue targets while maintaining high-quality service standards, as measured by Service Level Agreements (SLAs) and Net Promoter Scores (NPS).

The Vendor Manager primarily focuses on overseeing vendor relationships within a specified scope of 200-500 seats, with accountability for revenue and expenses. S/he would independently manage billing processes, moves, and retention initiatives while championing service excellence. His or her skill development emphasizes expertise in sales, customer service, and financial acumen.

Responsibilities:

• Cultivate and maintain strong relationships with external vendors providing services to the contact center.
• Collaborate with vendors to align strategies and goals with Enercare's objectives.
• Monitor vendor performance and address any issues or concerns in a timely manner.
• Develop strategies to optimize sales performance within the contact center environment.
• Implement initiatives to enhance service quality and customer satisfaction.
• Work closely with sales and service teams to ensure alignment with organizational goals and objectives.
• Oversee billing processes to ensure accuracy and timeliness.
• Coordinate moves and changes within the contact center, ensuring minimal disruption to operations.
• Streamline billing and moves procedures to improve efficiency and customer experience.
• Develop and implement retention strategies to enhance customer loyalty.
• Analyze customer feedback and data to identify opportunities for improvement.
• Collaborate with cross-functional teams to execute loyalty programs and initiatives.
• Set and monitor expense, unit, and revenue targets for the contact center.
• Identify cost-saving opportunities and operational efficiencies.
• Track and report financial performance metrics to senior management.
• Establish and monitor Service Level Agreements (SLAs) to ensure service excellence.
• Track and analyze Net Promoter Scores (NPS) to measure customer satisfaction.
• Implement strategies to improve quality of service based on performance metrics.

Qualifications:

• Ability to communicate effectively with internal teams, external vendors, and senior management.
• Proficiency in analyzing data and identifying trends to drive decision-making and performance improvement.
• Demonstrated leadership qualities with the ability to motivate and inspire teams to achieve goals.
• Experience in managing vendor relationships and optimizing vendor performance.
• Understanding of financial principles and the ability to manage budgets and financial targets effectively.
• Commitment to delivering exceptional customer service and driving customer satisfaction and loyalty.
• Aptitude for identifying issues, developing solutions, and implementing process improvements.
• Track record of achieving targets and delivering results in a fast-paced, dynamic environment.
• Ability to adapt to changing priorities and business needs while maintaining focus on key objectives.
• Strong teamwork and collaboration skills, with the ability to work cross-functionally to achieve common goals.

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.