Director, Customer Experience - Shared Services

Overview

Lead call centre operations, training, QA and drive customer experience metrics.

Key Responsibilities

• training framework
• call queue
• quality assurance
• workforce planning
• metrics ownership
• feedback loop

Tasks

The Director of Customer Experience – Shared Services is a strategic leadership role responsible for driving excellence across Enercare’s customer operations. This includes oversight of the Service Call Centre queue, department-wide training programs, and quality assurance initiatives. The role ensures alignment of shared services with customer-centric goals, operational efficiency, and continuous improvement across all customer-facing functions. -Develop feedback mechanisms back into Training teams to create targeted training pathways for agents to enable customer service excellence -Drive coaching, recognition, and accountability programs to reinforce customer-centric behaviors -Collaborate with senior managers to ensure training aligns with evolving business needs. -Develop and maintain a centralized training framework that supports consistency, scalability, and adaptability across service lines. -Oversee training strategy and execution for all customer operations teams, including onboarding, upskilling, and compliance. -Own CSAT, FCR, and NPS metrics across all channels, ensuring alignment with corporate strategy. -Lead the Service Call Centre queue operations, ensuring optimal staffing, performance, and customer satisfaction. -Monitor call drivers and collaborate with digital and field teams to reduce friction and improve resolution rates. -Lead the Quality Assurance team in implementing the CURE framework (Customer-centricity, Understanding, Resolving, Empathy). -Partner with Workforce Management (WFM) to align capacity planning with financial forecasts and service level targets.

Requirements

• 10+ years
• bachelor’s
• six sigma
• pmp
• ccxp
• strategic planning

What You Bring

-10+ years of experience in customer operations, including leadership of training, quality, and call centre teams. -Bachelor’s degree required; Master’s preferred. -Proven success in vendor management, financial forecasting, and process improvement. -Lean Six Sigma or PMP certification is an asset. -Strong strategic planning and analytical skills. -Certified Customer Experience Professional (CCXP) or equivalent. -Excellent communication, coaching, and stakeholder engagement abilities. -Ability to thrive in a fast-paced, evolving environment. -Expertise in customer experience frameworks and quality assurance methodologies.

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About Enercare Inc.

-Provides high-quality home and commercial energy solutions. -Grown to become a leading provider of heating, cooling, and water services. -Services span residential, commercial, and industrial sectors, specializing in maintenance and installation of HVAC systems. -Offers water heaters, water treatment systems, and energy-efficient solutions to help reduce carbon footprints. -Known for its innovative approach, providing smart home energy solutions to enhance customer experience. -Serves a broad customer base across Canada, making energy management easier and more efficient for homeowners and businesses alike. -Built a reputation for exceptional customer service and comprehensive service packages.

Sector Specialisms