Supervisor-Customer Contact Operations - Enbridge : Job Details

Posting End Date:

January 05, 2025

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

Opening Statement

At Enbridge, we deliver safe and reliable natural gas to millions of customers throughout North Carolina, and we do that by fueling our dedicated and skilled workforce. Whether you enjoy the outdoors or prefer the office environment, we value inclusion and diversity in all faucets of our business. It's not just a job, it's a career!

We know that family is important and that's why we offer competitive benefits, a savings plan, and generous time off. When required, we also provide training.

If this sounds like the right opportunity for you, apply today!

This Leadership position is responsible for overseeing, directing, and providing assistance to a diverse team of approximately 15 direct employees.

This position is located in the Company's Cleveland Ohio or Akron, Ohio location. The successful candidate will be required to report to their designated location on a hybrid basis based on the locations provided.

What You Will Do:

* Supervisor-Customer Service Center responsibilities include, responsible for communication and achievement of short and long-term strategic goals and objectives.

* Supervises a team of Customer Contact Specialists to ensure customers receive prompt, courteous, and efficient handling of inquiries.

* Utilize operating systems to ensure compliance with policies, procedures, and guidelines. Communicates, implements, and evaluates quality, attendance, and service standards.

* Analyzes operations and efficiency of the contact center utilizing key performance metrics and customer feedback.

* Evaluates performance metrics through appropriate action such as coaching, mentoring, training, and corrective action to successfully resolve concerns regarding employee performance, adherence to company policies and regulations.

* Responsible for identification of the key individual and team motivators and the implementation of employee engagement strategies to create an environment that fosters engaged employees.

* Supervise team members to ensure effective service delivery to customers. In assigned business units, monitors programs and collaborates with other business partners on staffing plans, methodologies and metrics that ensure effective utilization of the department's labor and resources and achieves high levels of customer satisfaction.

* Partners with leadership in the administration of contact center hiring process, including screening, interviewing, hiring, and onboarding practices.

* Identifies group training needs and provides developmental opportunities and training to staff and supports Customer Experience initiatives.

* Leads the team in a manner that is conducive to delivering an excellent customer experience.

* This position will be supervising union (G555 colleagues) eligible employees, who are under a collective bargaining agreement.

* Perform other duties as requested or assigned.

Who You Are:

* 5 + Years of Experience

* Have excellent interpersonal and communication skills in person, by phone and in writing.

* Have excellent computer knowledge and skills in Microsoft Office products and Customer Information Systems.

* Be able to demonstrate ability to influence, lead, direct, coach, mentor, train, develop and supervise employees toward the achievement of individual and organizational results.

* Contribute to and manage a budget/expenditure.

* Communicate and implement short-term goals and objectives.

* Have strong demonstrated leadership and management skills including critical thinking, problem-solving, analytical, etc.

* Have strong organizational, project management and time management skills.

* Achieve organizational results by conveying information in a clear, concise, and honest manner.

* Effectively meet or exceed the needs of internal and external customers by balancing business, customer and organizational requirements.

* Ability to assume ownership for individual and organizational results through ethical business practices.

* Ability to proactively identify challenges and utilize resources effectively to solve problems and make decisions.

* Ability to safely achieve high quality results that contribute to the achievement of business and organizational objectives.

Education Requirements

Bachelor's degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education.

Physical Requirements include but are not limited to:

Balancing, bending and stooping, climbing, crawling, carrying (up to 45 amount of pounds), grasping, kneeling, light - moderate lifting (objects up to 45 pounds), reaching above shoulder, repetitive motion, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.

Closing Statements:

At this time, Enbridge cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance.

The company is actively seeking United States military veterans and service members who meet the qualifications plus appropriate equivalent combination of education and years of experience as outlined above.

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected].

Information For Applicants:

* Applications can be submitted via our online recruiting system only.

* We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

* Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com