Senior Supervisor, Customer Contact

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Senior Supervisor, Customer Contact for our Syracuse Contact Center.

This position is in office 5 days a week.

Supervise, plan, coordinate and direct a team within the Business Services area in order to maintain a smooth and efficient function in line with departmental and National Grid requirements. At the higher levels this role will translate functional policy by designing procedures that drive greater efficiencies and performance within their own team and for National Grid.

• Supervise a culturally diverse workforce through coaching, counseling 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.
• Building a team environment, setting expectations to improve work performance and ensure representatives are complying with standards set for the by regulatory bodies.
• Oversee the operational workload of an allocated team within Business Services ensuring allocated staff is fully utilized in order to deliver against agreed program of work.
• Promote and implement procedural best practices in order to ensure all working practice (and where relevant, health and safety standards) are compliant with National Grid policies and regulatory requirements.
• Knowledge of/ability to learn regulatory requirements set forth by the regulatory agencies Experience in Emergency Response Procedures and Business Continuity plans as they relate to the area.

• Associate degree or at least 3+ years of related experience or equivalent work experience.
• Related experience of leading a team of represented personnel preferred.
• Must have working knowledge of tools and systems within designated area.
• Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint).
• Related experience of leading a team of represented personnel.
• Excellent communication skills.