Associate Supervisor, Customer Contact

About us

 

National Grid is hiring an Associate Supervisor, Customer Delivery for our Customer Contact department in Brooklin, NY office. 

 

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.

Job Purpose

 

National Grid is looking for an Associate Supervisor to fill an important role on the management team of our New York City Customer Delivery 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 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.
• 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 standards set by management.
• Conduct regular compliance audits of transactions performed by team members.
• This position requires shift flexibility. Ability to work any shift, day of the week, including holidays, is a must.  

 

Qualifications

 

• 3+ years of experience in a high-volume customer service operation, with 1 year in a supervisory position or leadership role
• Proficiency in software such as Microsoft Office (Outlook, Excel, and Word).
• Clear success in a remote working environment
• Spanish language competency is preferred.
• Proven analytical problem-solving skills.
• Experience leading others.

 

 

More Information

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Salary
$71,000 - $84,000 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.