Report

Supervisor, Customer Contact (Syracuse, NY, US, 13202)

Salary

$66k - $78k

Min Experience

2 years

Location

Syracuse, New York, United States

JobType

full-time

About the job

Info This job is sourced from a job board

Overview

About the role

About us

National Grid is hiring a senior supervisor for our Customer Contact department in Syracuse, NY

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating, and our expertise and track record put us in an unparalleled position to shape the sustainable future of our industry. To be successful, we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow ourselves and our business.

Job Purpose

To supervise, plan, coordinate and direct a team within a Business area in order to maintain a smooth and efficient function in line with departmental and National Grid requirements.

Key Accountabilities

Supervise a culturally diverse workforce through coaching, counselling, and team building to ensure tasks are carried out in an efficient manner.
Monitor performance of allocated staff, including issues relating to sickness, discipline, and poor standards of work, in order to ensure that work is carried out efficiently and effectively and feedback is given timely.
Review and monitor the work of others, providing technical guidance when required, to ensure accuracy and timeliness of information.
Monitor relevant business processes in order to identify opportunities for improvement.
Develops a climate providing motivation, participation, and opportunities for employee initiative.
Execute instructions and requests, plan and organize resources, and make appropriate arrangements to ensure that work is carried out efficiently and in line with relevant policies and processes.
Monitor all service level targets and key performance indicators to ensure compliance.
Build a team environment, setting expectations to improve work performance and ensure representatives are complying with standards set by regulatory bodies.
Engage in the recruitment process by participating in interviews for prospective new employees
Must be available to meet all on‑call obligations associated with storm response operations.
Must be able to work a schedule that falls within operational hours between 7:00 a.m. and 7:00 p.m.

Qualifications

Associate degree Preferred
2–5 years of call center, customer service, or operational experience, with at least 1–3 years in a supervisory or team‑lead role preferred

More Information

Salary: $66,000 - $78,000

This position has a career path that provides for advancement opportunities within and across bands as you develop and evolve in the position, gaining experience and expertise and acquiring and applying technical skills. Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience, and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities, and protected veterans to join the National Grid team.

#LI-AT2

About the company

Energy company delivering reliable energy and transforming energy networks.

Skills

compliance

customer service

employee engagement

key performance indicators