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National Grid Supervisor, NYC Contact Center in Brooklyn, New York

About us

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.

National Grid is hiring a Supervisor for our NYC Contact Center in Brooklyn, NY.

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
  • Bachelor's degree, or some advanced education with 3+ years of direct supervisory experience preferably in a fast-paced customer service operation.

  • Proficiency in software such as Microsoft Office (Outlook, Excel, and Word).

  • Proven success servicing customers in a remote working environment.

  • Spanish language competency is preferred.

  • Proven analytical problem-solving skills.

  • Experience supervising a large customer-focused team.

More Information

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. 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.

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