Supervisor Contact Centre

Posting End Date:

Employee Type:

Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience.

With 3.9 million customers across Ontario, our call centre is always ready to answer any questions related to natural gas services!

The Supervisor, Contact Center will be accountable for the successful operation of the Niagara contact centre.

In this role, you will manage the contact centre leadership team to ensure alignment and delivery on strategies and processes that focus on a high level of customer centricity.

If you thrive in a leadership role, analysis and strategic planning, apply today! We’d love to hear from you! #joinourteam

We offer opportunities for growth, a competitive benefits and pension plan, and generous time off.

What You Will Do:

• Support the team of Leads who manage front office agents. Provide coaching and mentoring to effective team management including performance plans, coaching strategies and disciplinary actions as required.

• Responsible for the successful operation of the Niagara contact centre including performance, attendance and successful achievement of Ontario Energy Board (OEB) metrics.

• Educate team on corporate business goals and execute strategies to achieve goals.

• Lead by example to promote a culture where employees exercise proper judgement and are encouraged to deal with issues in a proactive manner.

• Foster an environment that exemplifies our corporate values of safety, integrity, respect, inclusion and high performance while ensuring employees have the skills, training, equipment and encouragement to produce excellent customer satisfaction at every point of customer contact.

• Work closely with counterpart at Brantford/Thunder Bay contact centre to effectively promote cohesive efforts in achieving SQRs and performance goals, implementing strategies and promoting a positive work environment.

• Accountable and responsible for management and leadership for all personnel and collective agreement matters, working proactively and respectfully with union representatives regarding issues, staff recruitment, performance assessments, terminations and discipline as required.

Who You Are:

You will have the following education and experience:

• Related university degree and minimum of seven or more years of related experience or an equivalent combination of formal education, certification and experience.

• Experience in writing business requirements for process/system improvements.

• Familiarity with SAP or other Enterprise Management solutions.

• Experience with system improvement initiatives – project management and leadership.

• Demonstrated ability to develop and implement customer service strategies.

• Demonstrated ability to promote teamwork and proactively work with a wide variety of internal/external groups to deliver process change and projects.

• People leadership skills.

The following would be an asset:

• Understanding of operational change management methodology.

• Understanding of contact centre operations.

• Understanding of knowledge management tools.

• Experience working in a highly regulated industry.

• Knowledge of Ontario energy market (gas/electricity) and customer policies/rules/requirements.

• Working knowledge of unionized environments.

Working Conditions:

This role involves occasional travel (15%) to other contact centre locations as required.

Flex-Work:

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our employees. 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, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid

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