Supervisor Contact Centre

Posting End Date:

Employee Type:

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!

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.

• 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.

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

• Travel up to 25%.

• Office work environment 76-100%.

Dominion Legacy Pay Grade - 41

For Internal Use Only: The Enbridge title for this position is Supervisor Contact Centre and it is associated with an E510 grade.

Flex Work

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. Role requirements determine your eligibility for each option. #LH-Hybrid #joinourteam

Physical Requirements include but are not limited to:

Grasping, kneeling, light – moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and the ability to sit at a computer for long periods of time.

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.

Company paid international relocation assistance is not offered for this role.

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an Equal Opportunity 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 status, disability, or any other reason protected by federal, state, or local law. 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