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National Grid is hiring a Senior Supervisor, Customer Contact Managers for our Customer Contact Delivery department. This position is located in Northboro, MA.
Job Purpose
Accountable for the performance of the My Connections- Standard Connections Team. The successful candidate will supervise, plan, coordinate and direct a team. This role will take responsibility for identifying and delivering process improvements and supporting the overall Performance Excellence Strategy within the Customer organization.
Key Accountabilities
- Supervise a culturally diverse workforce through coaching, counselling and team building to ensure tasks are carried out in an efficient manner.
- 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 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.
- Review and monitor the work of others; providing technical guidance, support and coaching when required, to ensure sharing knowledge, accuracy and timeliness of information.
- Lead, own and champion change within the My Connections process, as well as inspiring and engaging others in new ways of matrix working, innovation and performance to enhance value and commitment.
- Monitor My Connections processes in order to identify opportunities for improvement
- Act as the first point of contact for multiple internal and external stakeholders in order to provide support and ensure National Grid delivers against Service Level Agreements
- Manage the day to day relationship with relevant business areas in order to understand their requirements and deliver appropriate solutions
- Monitor, analyze, assess and report and communicate the KPIs and KPI trends for the team.
- Contribute to the protection of the public and organizational personnel by ensuring all materials, standards, and procedures are in line with National Grid safety policies and processes.
- Monitor and assess team working practices to ensure they are compliant with National Grid policies and regulatory requirements.
Supervisory/Interpersonal- Experience Required
- Analytical Thinking: Identifies basic relationships, such as cause and effect or if-then relationships
- Understanding Others: Understands what someone is saying or feeling, even if person is not very clear, and can accurately predicts how someone will respond.
- Information Seeking: Establishes the facts by digging deeper, asking probing questions and challenging initial responses from different sources.
- Holding People Accountable: Within Establish Service, demands high performance and makes the consequences of non-performance clear.
- Team Leadership: Promotes team effectiveness by soliciting input from team members, communicating expectations of the team and delegating responsibilities while providing support and structure.
- Teamwork and Collaboration: Encourages and empowers others by offering help and advice, and building a common understanding of needs and shared goals of the Establish Services
- Drive for Results: Proactively makes changes to improve performance, efficiency and effectiveness of processes within the Establish Service process.
- Impact and Influence: Adapts approach and considers what is important to the audience by tailoring message accordingly.
- Creates a culture where people are inspired to deliver high performance
- Creates a culture of innovation
Qualifications
- Experience leading a team or process improvement initiatives involved in providing a Customer Centric service in support of National Grid's objectives.
- Influential, energetic and enthusiastic business professional, with the drive, ambition and resilience to make things happen and deliver outstanding performance
- A strong, successful record in implementing significant change and delivering against key business objectives
- Excellent oral and written communication skills
- Experience managing and leading the work of a team
- Experience with Call Center Technology (call management tools, workforce management tools and quality assurance tools)
- Experience working in a Union atmosphere adhering to a negotiated contract aligning with Company goals and education in the area of Labor Relations.
- Experience managing conflict, negotiating mutual benefit resolutions, and objectively evaluating and taking action upon a wide variety of employee situations (work and personal).
More Information
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Salary
$89,000 - $105,000 a year
Salary commensurate with location and experience
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 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.