Supervisor, Customer Contact

PR Girl Manifesto; New York (NY); Hybrid; USD 85,000 - 99,000; Full time

Job summary

National Grid in Brooklyn, NY is seeking a Supervisor for our Customer Contact Center. You will lead a team of customer service agents, handle recruiting, onboarding, training, and performance management, and collaborate with the management team to ensure service excellence.

The role requires at least three years of supervisory experience in a fast-paced call center, a relevant degree, and proficiency with Microsoft Office.

Qualifications

• Demonstrated supervisory experience (minimum three years) leading teams in a fast-paced customer service call center environment is required.
• Bachelor's or Associate's Degree in a customer-related field preferred.
• Proficiency in Microsoft Office (Outlook, Excel, and Word) preferred.
• Spanish language competency preferred.
• Proven analytical problem-solving skills.

Responsibilities

• Assist with recruiting and onboarding of new customer service team members.
• Actively manage team performance to ensure work is carried out efficiently and effectively, with documented periodic reporting on corrective action and disciplinary proceedings.
• Develop a positive work environment by providing motivation, participation and opportunities for employee engagement to improve service quality.
• Execute plans and organize resources to make appropriate arrangements ensuring that work is carried out efficiently, and in line with relevant performance targets and policies.
• Monitor and respond to all key performance indicators to ensure team-wide outcomes.
• Periodically coach team members to meet expectations and ensure employees are complying with performance standards set by management.
• Perform periodic compliance audits of system transactions.
• This position requires shift flexibility. Ability to work any shift, day of the week, including holidays, is a must.

Skills

Supervisory experience

Analytical problem-solving

Spanish language

Remote working experience

Education

Bachelor's/Associate degree in customer-related field

Tools

Microsoft Office (Outlook Excel Word)

Job description

About us

National Grid is hiring a Supervisor for our Customer Contact department in Brooklyn, 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 puts 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, both ourselves and our business.

Job Purpose

National Grid is looking for an experienced Supervisor to fill an important role on the management team of our New York City Customer Contact Center. The chosen candidate will assist in hiring, training, developing, and managing performance of customer service agents. This position will have assigned team members and will support the overall operation in a leadership capacity in collaboration with the rest of the management team.

Key Accountabilities

• Assist with recruiting and on-boarding of new customer service team members.
• Actively manage team performance to ensure that work is carried out efficiently and effectively, with documented periodic reporting on corrective action and disciplinary proceedings.
• Develop a positive work environment by providing motivation, participation and opportunities for employee engagement to improve service quality.
• Execute plans and organize resources to make appropriate arrangements ensuring that work is carried out efficiently, and in line with relevant performance targets and policies.
• Monitor and respond to all key performance indicators to ensure team-wide outcomes.
• Periodically coach team members to meet expectations and ensure employees are complying with performance standards set by management.
• Perform periodic compliance audits of system transactions.
• This position requires shift flexibility. Ability to work any shift, day of the week, including holidays, is a must.

Qualifications

• Demonstrated supervisory experience (minimum three years) leading teams in a fast-paced customer service call center environment is required.
• Bachelor's or Associate's Degree in a customer-related field preferred.
• Proficiency in software such as Microsoft Office (Outlook, Excel, and Word) preferred
• Proven success servicing customers in a remote working environment.
• Spanish language competency preferred.
• Proven analytical problem-solving skills.

More Information

Salary

$85,000 - $99,000 per year

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

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

National Grid is committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.

Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.