Supervisor Contact Centre

Enbridge • Gastonia, NC

13h • Hybrid

About The Position

Are you ready to advance your career with Enbridge, a global leader in the energy sector? As a Supervisor Customer Contact Ops - 2nd Line, you will manage and develop a team of Contact Center leaders. Your work will be crucial to the success of our Gastonia Contact Center. This is an outstanding chance to demonstrate your leadership abilities and help deliver seamless customer experiences! Join Enbridge and become part of a team that is strictly determined to deliver outstanding service and achieve ambitious goals. If you are ready to compete at the highest level and successfully implement innovative solutions, we want to hear from you. Apply today for this vacancy and embark on a rewarding career journey with us! What You Will Do: Leadership Management Supervise and support the leadership group within the Contact Center, guaranteeing they are prepared to lead their teams efficiently. Provide coaching, mentoring, and guidance to leaders to promote a culture of accountability, engagement, and continuous improvement. Convert organizational goals into actionable strategies for leaders and ensure consistency across all teams. Operational Oversight Oversee day-to-day activities of the Contact Center, ensuring efficient delivery of business services and adherence to policies and procedures. Monitor and analyze key performance benchmarks and operational metrics, bringing up issues and implementing corrective actions as needed. Partner with Workforce Management to forecast staffing needs and maintain efficient prioritization of resources. Collaborate with the training and quality teams to guarantee alignment with quality standards and departmental policies. Identify mentoring opportunities and ensure timely follow-up. Performance & Reporting Ensure accurate and timely reporting of Contact Center performance, detecting trends and chances for growth. Drive accountability for meeting service level agreements (SLAs), quality standards, and customer satisfaction goals. Collaborate with internal stakeholders to align Contact Center performance with broader organizational objectives. Team & Employee Development Engage the leadership team in encouraging teamwork, recognition, and effective communication to achieve company and customer experience goals. Develop and carry out continuous training and development plans for leaders and their teams. Apply recognition programs to reinforce a culture of excellence and high performance. Customer Experience & Problem Resolution Coordinate resolution of complex customer or functional inquiries, working closely with business partners to ensure timely and effective solutions. Foster positive relationships with internal departments to consistently improve service delivery and customer satisfaction. Work alongside the billing and credit departments to review process upgrades and attain strong results in the customer care department.

Requirements

• You have 7+ years of Customer Service or related experience.
• You have demonstrated ability to lead and mentor staff.
• You can make critical decisions independently and under pressure.
• You possess excellent analytical and problem-solving skills.
• You have superb customer service skills.
• You have effective oral and written communication skills.
• You have excellent organizational and planning skills.
• You have great interpersonal skills in working with a diverse workforce.
• You are knowledgeable about the suite of Office software packages.

Nice To Haves

• Bachelor’s degree or equivalent experience in Business Administration, Economics, Logistics, or Supply Chain Management.

Responsibilities

• Supervise and support the leadership group within the Contact Center, guaranteeing they are prepared to lead their teams efficiently.
• Provide coaching, mentoring, and guidance to leaders to promote a culture of accountability, engagement, and continuous improvement.
• Convert organizational goals into actionable strategies for leaders and ensure consistency across all teams.
• Oversee day-to-day activities of the Contact Center, ensuring efficient delivery of business services and adherence to policies and procedures.
• Monitor and analyze key performance benchmarks and operational metrics, bringing up issues and implementing corrective actions as needed.
• Partner with Workforce Management to forecast staffing needs and maintain efficient prioritization of resources.
• Collaborate with the training and quality teams to guarantee alignment with quality standards and departmental policies.
• Identify mentoring opportunities and ensure timely follow-up.
• Ensure accurate and timely reporting of Contact Center performance, detecting trends and chances for growth.
• Drive accountability for meeting service level agreements (SLAs), quality standards, and customer satisfaction goals.
• Collaborate with internal stakeholders to align Contact Center performance with broader organizational objectives.
• Engage the leadership team in encouraging teamwork, recognition, and effective communication to achieve company and customer experience goals.
• Develop and carry out continuous training and development plans for leaders and their teams.
• Apply recognition programs to reinforce a culture of excellence and high performance.
• Coordinate resolution of complex customer or functional inquiries, working closely with business partners to ensure timely and effective solutions.
• Foster positive relationships with internal departments to consistently improve service delivery and customer satisfaction.
• Work alongside the billing and credit departments to review process upgrades and attain strong results in the customer care department.

Benefits

• Enbridge Gas North Carolina provides competitive workplace programs that differentiate us and offer flexibility to our team members.
• Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, or the option to work from home two days a week.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees