Offshore Vendor Manager; Billing and Revenue Assurance

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 atHome, operating under several brands including Enercare, Hydro Solution, 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.

Status:
Regular, Full Time

Location:
Birchmount Office (Markham) | Travelling is Required

Compensation: $84,264 - $130,609

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.

As the liaison between Enercare and a 3rd party vendor, you will own the vendor relationship and your primary objectives will be to maximize 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, Billing Operations, Revenue Assurance, Back Office Operations, Other Call Centre Teams and Executive Leadership.

This role will require billing, revenue assurance, quality/training 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 and driving Enercare’s revenue streams.

• Responsible for managing relationships with one or more vendor locations, including developing new relationships, implementing new billing and payments front office processes, managing day to day vendor interactions, and handling or directing escalations
• Manage vendor to achieve/exceed performance targets and efficiencies
• Responsible for reporting and analysing daily, weekly and monthly Contact Center results, utilising tools such as Scorecards as well as internal reporting to act 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, Billing Operations, Sales, Marketing, Sales Support, Project Management, Analytics, and Quality
• Think critically and make data driven decisions on how to maximise our Revenue by overseeing the monitoring and correction of billing and payment transactions
• 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 and participate in projects and initiatives as required
• As the leader of a newly formed vendor team, continually identify and drive improvements in related to revenue assurance, agent processes and quality
• Work closely with internal billing and payment operations teams to collaborate on key business objectives, drive operational efficiency and excellence in customer experience
• Oversight and process development of return mail and bounce back processing to drive down operational costs and ensure customers are receiving communications
• Perform analysis and drive enhancements to processes related to data quality within our systems

• Bachelor’s degree or equivalent work experience required
• Ability to travel is required
• Related work experience in billing and payment operations and vendor management
• Ability to communicate effectively with a wide range of personalities,…