Job PurposeNational 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 InformationSalary $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.
