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 Analytical Skills: Exceptional ability to analyze data, forecast workload, and implement effective strategies. Problem-solving: Proven ability to identify problems, understand business impact, and provide corrective actions. Agility: Ability to handle ambiguity and make calculated assumptions with associated risk articulation. 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. Leadership: Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders. Communication: Excellent communication, listening, and interpersonal skills. Education: A bachelor’s degree in business administration, Operations Management, or a related field is preferred. Minimum of 5+ yrs of progressive experience supporting planning and field operations (planning, forecasting, reporting + analytics) Strongly preferred expertise and experience with configuration and tuning of field management systems optimizer Proven experience in development and business planning (operations job and capacity management). Certifications: Business Analytics and Workforce management certification is a plus. 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. #J-18808-Ljbffr
As one of North America’s largest home and commercial services and energy solutions companies with approximately 4,500 employees under its Enercare and Service Experts brands, Enercare is a leading provider of water heaters, water treatment, furnaces, air conditioners and other HVAC advantage products, plumbing services, protection plans and related services. Recognized as one of the ‘Greater Toronto’s Top Employers of 2019’; we have a dynamic culture that is focused towards employee recognition and development along with a comprehensive benefits package. Some highlights include: Comprehensive health and dental plan A lucrative deferred profit sharing match plan Paid time off to volunteer for various charities Employee development and training – annual tuition allowance WorkPerks provided through Venngo Overtime hours and shift premiums Company Vehicle If you are passionate about delivering 5-star customer service and want to work with other leading professionals in the HVAC field, we would like to hear from you. Reporting To: Field Manager, Electrical Department: Home Services Operations Rate of Pay: As per the Collective Agreement File Number: 3121 Location: Regional - Southwest Hours of Work: 40 hours per week - Rotational schedule Responsibilities Responsible and accountable for the delivery of superior customer service leading to customer delight. Responsible for completing in an effective and efficient manner all diagnostics and repair work to company standards and in keeping with our value proposition. Responsible for assuring all tools and equipment used are in good and safe working order. Responsible for keeping vehicle clean and neat both inside and out in keeping with the company's professional image. Responsible for keeping vehicle stocked with all material necessary to perform daily completion of electrical calls. This position will respond to electrical calls which will include customers covered under the whole home plan, and those who require our service on a chargeable basis. Daily workload will also include service requests as well as chargeable work. All work performed will be completed in a professional and customer focused manner. Accountable to work in a safe manner at all times. Qualifications Must have valid driving license with clean driver's abstract. Must be a certified licensed electrician must possess valid 309A license with 3-5 years current trade work experience years’ experience. Must have excellent communication skills to deal with customers, both written and verbal. Must be able to work shifts. Physically able to perform heavy lifting. Must have excellent communication skills to deal with customers, both written and verbal. Good mechanical aptitude, able to operate all necessary tools and equipment. Must be able to work with minimal supervision, results oriented, and achieving high levels of individual and team performance. Demonstrated commitment to the delivery of customer focused service. Must keep ESA recording log up to date. Up to date with the electrical industry and associations. This position applies to UNIFOR Local975. 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. #J-18808-Ljbffr
A leading utility service provider in Markham seeks a Senior Manager for Planning, Analysis and Workforce Optimization. This role focuses on enhancing resource utilization through data analysis and stakeholder collaboration. The ideal candidate will have over 5 years of related experience, strong leadership capabilities, and a degree in business administration or related fields. The role offers a full-time position with competitive compensation and opportunities for growth.
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A leading North American energy solutions company is seeking a Manager, Operations Strategy & Projects, to lead the rollout of a new Management System across Plumbing, Electrical, Water Treatment, and HVAC operations. This role requires a strategic, data-driven leader with significant experience in operational excellence, performance management, and change management initiatives. The ideal candidate will possess strong analytical skills and be proficient in Power BI and Excel, aiming to improve business performance and customer service excellence.
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Posted Tuesday, November 18, 2025 at 5:00 AM Proudly Canadian‑owned, Enercare is committed to providing the best services, solutions and advice to make customers’ 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. Position: Manager, Operations Strategy & Projects Status: Regular, Full Time Department: Field Operations Reports to: Vice President, Field Operations – Plumbing, Electrical, Water Treatment & HVAC Location: Markham Summary Enercare is seeking a strategic, data-driven leader to champion the rollout and adoption of a new Management System across Plumbing, Electrical, Water Treatment, and HVAC operations in Ontario and Western Canada. This role will also lead KPI development, reporting gap resolution, and strategic planning to improve business performance, reduce attrition and collections, and elevate customer service excellence. Responsibilities Lead the implementation of the management system framework across all field functions, ensuring consistent understanding and application. Partner directly with Field Managers and Regional Leaders to embed the management system into daily operations, coaching them on performance data and recognition practices. Facilitate monthly team talks and recognition cycles, ensuring KPIs are selected, tracked, and celebrated across all regions. Expand recognition framework to include install, plumbing, and electrical teams, ensuring no group is left behind. Lead the development of Executive Dashboards, collaborating with internal reporting teams and IT to build and refine KPIs. Ensure dashboards are intuitive, accessible, and aligned with operational priorities. Support migration to Microsoft Fabric and Power BI environments. Lead the creation of new KPIs tailored to Western Canada’s HVAC operations, ensuring regional nuances are captured and communicated effectively. Identify gaps in KPI reporting and accessibility across PEW and HVAC operations, particularly where data is not consistently available to managers and technicians. Drive adoption of new reporting tools and dashboards by field teams through training, communication, and ongoing support and influence. Develop strategic recommendations and action plans to address underperformance and optimize operational outcomes. Consult with third‑party vendors on process and system enhancements, ensuring that process efficiency is maximized. Create executive‑level presentations for Monthly Business Reviews (MBRs), strategic planning sessions, and board updates. Contribute to Enercare’s 2025 strategic priorities by leading and supporting various projects that drive continuous improvement and operational success. Supporting business growth by enabling performance visibility and recognition across all field teams. Qualifications Bachelor’s degree in business or equivalent work experience. 8+ years in field operations, performance management, or operational excellence roles. Strong understanding of technician workflows and KPIs in Plumbing, Electrical, Water Treatment, and HVAC. Demonstrated experience implementing process change, supported by appropriate management systems to drive success. Experience with Power BI, Excel, and data visualization tools. Advanced analytical skills and experience with data decision‑making practices. Proven ability to lead change management and training initiatives. Familiarity with Enercare systems (IFS, Clarify, Intuitive) is an asset. Strategic thinker with a hands‑on approach to execution. Passionate about performance improvement and frontline engagement. Collaborative, empathetic, and able to influence across levels. Comfortable navigating ambiguity and driving clarity through structure. Strong communication and presentation skills, with experience engaging executive stakeholders. 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. #J-18808-Ljbffr
A Canadian home and commercial services provider is seeking an experienced Business Analyst to oversee the HR and Legal portfolio. This role demands strong relationship management, process mapping skills and a collaborative approach. The ideal candidate should possess 5+ years of experience in similar roles and a Bachelor's degree in Business Administration. This is a full-time position based in Markham, offering competitive benefits and a supportive work environment.
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An established industry player is seeking a Senior Analyst in Data Strategy & Analytics to lead transformative data initiatives. This role combines technical expertise with strategic insight, focusing on developing data-driven solutions that enhance decision-making across various business functions. The ideal candidate will leverage advanced tools like Power BI and Microsoft Fabric, applying AI/ML techniques to address complex challenges while ensuring data governance and quality. Join a forward-thinking company committed to innovation and continuous improvement, where your contributions will drive impactful change and foster professional growth within a collaborative environment.
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5 days ago Be among the first 25 applicants As one of North America’s largest home and commercial services and energy solutions companies with approximately 4,500 employees under its Enercare and Service Experts brands, Enercare is a leading provider of water heaters, water treatment, furnaces, air conditioners and other HVAC advantage products, plumbing services, protection plans and related services. Benefits Prioritizing Health & Safety Comprehensive health and dental plan DC Pension Plan A lucrative deferred profit sharing match plan Paid time off to volunteer for various charities Employee development and training – annual tuition allowance WorkPerks provided through Venngo Overtime hours and shift premiums Annual tool allowance Company Vehicle If you are passionate about delivering 5-star customer service and want to work with other leading professionals in the HVAC field, we would like to hear from you. Job Title: Electrician Reporting To: Field Manager, Electrical Department: Home Services Operations Rate of Pay: As per the Collective Agreement File Number: 3121 Location: Regional - Southwest Hours of Work: 40 hours per week - Rotational schedule Responsibilities Responsible and accountable for the delivery of superior customer service leading to customer delight. Responsible for completing in an effective and efficient manner all diagnostics and repair work to company standards and in keeping with our value proposition. Responsible for assuring all tools and equipment used are in good and safe working order. Responsible for keeping vehicle clean and neat both inside and out in keeping with the company's professional image. Responsible for keeping vehicle stocked with all material necessary to perform daily completion of electrical calls. This position will respond to electrical calls which will include customers covered under the whole home plan, and those who require our service on a chargeable basis. Daily workload will also include service requests as well as chargeable work. All work performed will be completed in a professional and customer focused manner. Accountable to work in a safe manner at all times. Qualifications Must have valid driving license with clean driver's abstract. Must be a certified licensed electrician must possess valid 309A license with 3-5 years current trade work experience years’ experience. Must have excellent communication skills to deal with customers, both written and verbal. Must be able to work shifts. Physically able to perform heavy lifting. Good mechanical aptitude, able to operate all necessary tools and equipment. Must be able to work with minimal supervision, results oriented, and achieving high levels of individual and team performance. Demonstrated commitment to the delivery of customer focused service. Must keep ESA recording log up to date. Up to date with the electrical industry and associations. This position applies to UNIFOR Local 975. 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. #J-18808-Ljbffr
A leading home services company in Toronto is seeking a Sales Support Coordinator for a 3-month temporary position. The role involves managing customer requests, upselling products, and achieving sales targets. Required qualifications include sales or call centre experience and proficiency in MS Office and Salesforce. This position offers the opportunity to develop within a supportive team environment.
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A leading Canadian service provider is seeking a Manager of Product Development to shape product strategy and drive innovation. This hybrid role involves collaborating across teams to ensure product viability and effectiveness. The ideal candidate has 2-5 years in product management, excels in new product processes, and possesses strong communication skills. Competitive benefits and commitment to customer service are highlighted.
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