Vendor/Contact Center Sales Manager

7400 Birchmount Rd, Markham, ON L3R 5V4, Canada Req #1650
July 12, 2022
Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be.  With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces.  We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers. 

Come and join one of North America's largest home and commercial services and energy solutions companies!   We offer comprehensive benefits, a DC Pension Plan and savings match plan.  If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.   

Enercare has recently introduced a hybrid working environment pilot for most office-based roles, providing the benefits of in-person connection and collaboration with increased balance and flexibility.  Under the current pilot that runs to the end of summer, applicable employees work in the office two days per week, and work from home three days.  Join Enercare and take this journey with us that we’ll use to learn and shape the future hybrid model.

Role: Vendor/Contact Center Sales Manager
Status: Full-time, Regular
Division: EHS
Location: Hybrid - Markham

 

As the liaison between Enercare and a 3rd party vendor, you will own the vendor relationship and your primary objectives will be to maximize Sales/Revenue, Quality,  and Customer Experience, critical to the Contact Center’s success. You will work cross functionally with internal business units including but not limited to, Marketing, Sales, Sales Support and Executive Leadership. This role will require sales, quality improvement skills and organizational agility in the fast-paced Contact Centre environment. You will be an instrumental member of the operations team, which is dedicated to delivering excellence to our Enercare customers.


Role Responsibilities:

  • Responsible for managing relationships with one or more vendor locations, including developing new relationships, implementing new sales initiatives/products/offerings, managing day to day vendor interactions, and handling or directing escalations
  • Manage vendor to achieve/exceed performance targets and efficiencies
  • Responsible for reporting and analyzing daily, weekly and monthly Contact Center results, utilizing tools such as Scorecards, and acting as a champion to proactively identify and address areas of opportunity that support business objectives to drive a positive customer sales experience
  • Manage strategic relationships internally with entities including,  Sales, Marketing, Sales Support, Project Management, Analytics, and Quality
  • Think critically and make data driven decisions on how to maximize our Sales and drive Revenue
  • Coordinate and allocate tasks and resources to ensure general operations run smoothly with vendors and sub-departments within Enercare
  • Frequent travel  (Domestic and Internationally) to onsite vendor locations & Enercare head office for monthly, quarterly, and yearly business reviews.
  • Perform other related duties as assigned.

Requirements:

  • Bachelor’s degree or equivalent work experience required.
  • Related work experience in sales, contact centers, and/or vendor management.
  • Ability to communicate effectively with a wide range of personalities, from front line agents, to senior executive personnel, internally and at our vendors and partners
  • Excellent communications skills with ability to build and maintain effective working relationships
  • Detail oriented with strong follow through with the ability to organize and prioritize multiple projects
  • Structured thinker with strong attention to detail
  • Highly organized with focus on execution, problem solving, and improving processes
  • Works well under pressure and easily adapts to changes in priorities
  • Can work with limited supervision and is self-motivated and proven ability to take person responsibility and accountability
  • Ability to think critically and adapt quickly in a flexible environment
  • Ability to travel as needed to successfully perform position responsibilities
  • Ability to maintain confidentiality of information handled
  • Ability to be flexible with schedule and work under high pressure in a complex environment
  • Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint
  • Experience in Salesforce an asset
  • Bilingual in English and French an asset
Enercare’s recruitment process includes accommodation for applicants with disabilities.  All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Other details

  • Pay Type Salary
  • Employment Indicator Seasonal
Location on Google Maps
  • 7400 Birchmount Rd, Markham, ON L3R 5V4, Canada