Lead Ii Contact Centre - Brantford, Canada - Enbridge

Enbridge

Verified Company

Brantford, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Posting End Date:
March 17, 2024

Employee Type:
Regular-Full time

Union/Non:
This is a non-union position

Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience.

With 3.9 million customers across Ontario, our call centre is always ready to answer any questions related to natural gas services

One of the key components to our successful operations is our Lead II Contact Centre who is responsible for ensuring the effective and efficient operation of the contact centre staff while maintaining a positive work environment.

Note:
There are 2 vacancies for this role.

What You Will Do:

In conjunction with other department leaders, makes recommendations regarding targets for productivity, customer satisfaction and budgets and executes on implementation plans to reach targets.
Promote a working environment that exemplifies our corporate values of safety, integrity, respect, inclusion and high performance while ensuring employees have the skills, training, equipment and encouragement to produce a high level of excellent customer satisfaction at every point of customer contact.
Maintain uptodate knowledge of economic and market conditions, technological advances, and energy costs.
Educate employees on Corporate Business Goals to foster a culture where employees exercise proper judgement and are encouraged to deal with issues in a proactive manner while balancing the needs of both the customer and the company.
Manage and lead all personnel including any collective bargaining issues, call centre recruitment, performance assessments, terminations and/or corrective action, as required.

Who You Are:

You will have the following education and experience:

Related university degree and minimum of four or more years of experience OR equivalent combination of formal education, certification and experience.
Excellent verbal, written or presentation skills.
Excellent interpersonal skills with the ability to problem solve and negotiate.
Ability to work in a team environment and empower others.
Proficient computer skills and able to learn internal systems.
Previous leadership experience in a contact centre or equivalent environment.

The following would be an asset:

Previous managerial experience including the supervision of employees.
Understanding of contact center operations.
Experience working in a highly regulated industry.
Knowledge of Ontario energy market (gas/electricity) and customer policies/rules/requirements.
Working knowledge of unionized environments.

Flex-Work:
Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our employees.

Enbridge's FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays.

Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid

Diversity and inclusion are important to us. Enbridge is an

Equal Opportunity and Affirmative Action Employer

We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting

Information For Applicants:

Applications can be submitted via our online recruiting system only.
We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.