Job Title

Enercare Inc. is one of Canadas 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. 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. 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.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).S/he would independently manage billing processes, moves, and retention initiatives while championing service excellence. Cultivate and maintain strong relationships with external vendors providing services to the contact centerMonitor vendor performance and address any issues or concerns in a timely mannerDevelop strategies to optimize sales performance within the contact center environmentImplement initiatives to enhance service quality and customer satisfaction.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.Analyze customer feedback and data to identify opportunities for improvement.Set and monitor expense, unit, and revenue targets for the contact center.Track and report financial performance metrics to senior management.Track and analyze Net Promoter Scores (NPS) to measure customer satisfaction.Implement strategies to improve quality of service based on performance metrics.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.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. Enercares recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicants accessibility needs due to disability and are available upon request.