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.
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.
If you are ready to become one of our Experts, we would love to hear from you.
Job Title: Team Leader, Sales Support
Reporting To: Manager, Sales Support
Department: Sales Support
Location: North York (High Meadow)
Hours of Work: Monday to Friday 1:00PM – 9:00PM
Compensation: $59,564 - $95,302
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.
The Team Leader, Sales Support will partner with a team of specialized sales support professionals, cross-trained with a unique primary focus. This role works with the department’s front-line supervisor providing training, leadership, and real-time adherence to approximately 17 Sales Support Coordinators, ensuring the department achieves its goals in a timely matter to maximize sales results.
Responsibilities
- Responsible for overseeing 17 sales support coordinators.
- Responsible for providing support to the union.
- Real-time management of the distribution of call volume and workloads for all work streams in communication with the acting supervisor.
- Ensuring Sales Support Coordinators understand and comply with all call center objectives, performance standards, and policies.
- Review daily/weekly/monthly reporting to analyze and action team productivity and results.
- Develops and delivers training sessions.
- Communicate, provide direction, and support Sales Support Coordinators, complimenting their ability to execute the highest level of customer satisfaction.
- Support department supervisor and ensure call quality assurance is at high levels by participating in call quality calibration sessions.
- Process same-day scheduling needs (time off and overtime based on demands and budget).
- Oversee multiple department email boxes.
- Oversee the attendance management processes and union compliance procedures.
- Ensure hours and notices are accurately noted to comply with payroll requirements.
- Support peers as required on ECFPQA, stimulus programs, Costco, NNRWH etc.
Qualifications
- Minimum of 3-5 years of sales and service industry leadership/management experience. Experience managing in a unionized environment is preferred.
- Strong leadership skills with the ability to motivate others.
- Excellent problem-solving skills
- Highly motivated to ensure department meets and exceeds targets.
- Proven interpersonal and verbal/written communication skills, self-motivated, highly organized and detail-oriented.
- Ability to excel in a demanding; fast paced; work environment while driving towards goals and targets.
- Strong conflict resolution skills.
- Proficient in Microsoft Office including Excel with knowledge of creating and updating spreadsheets with formulas.
- Experience with Avaya, Salesforce and the HVAC industry is an asset.
- Ability to handle escalated customer issues.
- Demonstrated ability to make quick decisions without detailed information.
- Ability to give professional presentations
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.
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. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
