Team Lead Contact Centre

Enbridge • Gastonia, NC

1d • $96,200 - $129,850 • Hybrid

About The Position

At Enbridge, we deliver safe, reliable energy to millions of customers every day. We're looking for a collaborative and customer-focused Team Lead, Contact Centre to oversee workforce planning, forecasting, technology support, and frontline team leadership for our Contact Centre operations. In this role, you will help drive service excellence, optimize resources, and support a high-performing team while ensuring operational targets are achieved. Apply today and bring your leadership, analytical expertise, and passion for service excellence to our Contact Centre team.

Requirements

• University degree in Business or a related discipline.
• Six or more years of leadership experience within a Contact Centre, Customer Service, or Operations environment.
• Previous experience managing direct reports in a customer service or operational setting.
• Experience with workforce planning, forecasting, scheduling, and performance management.
• Strong analytical, problem-solving, and decision-making capabilities.
• Excellent communication and interpersonal skills, with the ability to build productive relationships across multiple teams.
• Strong technical aptitude and proficiency with customer information systems, reporting tools, and forecasting applications.

Nice To Haves

• Project Management Professional (PMP) certification.
• Additional post-secondary education in Business, Operations, or a related field.
• Knowledge of contact centre technologies, workforce management systems, and IVR platforms.

Responsibilities

• Lead workforce planning, forecasting, scheduling, and staffing strategies to ensure customer service levels and performance metrics are consistently achieved.
• Provide leadership and direction to a team of employees, including coaching, performance management, employee development, and recruitment activities.
• Manage Contact Centre planning and support functions, including reporting, analytics, scheduling, intraday monitoring, and workforce management processes.
• Partner with internal technology teams to support Contact Centre systems, applications, and Interactive Voice Response (IVR) enhancements that improve the customer experience.
• Collaborate with outsourced service providers to develop call forecasts, manage call routing strategies, and align resources to changing customer demand.
• Monitor key performance indicators, identify improvement opportunities, and implement strategies that enhance operational effectiveness and customer satisfaction.
• Foster a culture of accountability, collaboration, and customer focus while ensuring compliance with applicable regulations, controls, policies, and collective agreements.

Benefits

• A flexible benefits program that allows each employee to select the coverage needed for their family in the areas of health, dental, insurance and disability
• A paid parenthood leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event
• Valuable retirement savings plans, including a savings plan with company stock as an investment option
• Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays
• An Employee and Family Assistance Program
• A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social, and financial well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Senior