Jobs and Careers

Team Lead Contact Centre

Enbridge

United StatesRemotefull_timeVerifiedPosted 14 Aug 2026

💰 $129,850/yr($96,200/yr – $129,850/yr)

About the role

Posting End Date:

August 23, 2026

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

At Enbridge, we deliver safe, reliable energy to millions of customers every day. We're looking for a collaborative and customer-focused Team Lead, Contact Centre to oversee workforce planning, forecasting, technology support, and frontline team leadership for our Contact Centre operations. In this role, you will help drive service excellence, optimize resources, and support a high-performing team while ensuring operational targets are achieved.

Apply today and bring your leadership, analytical expertise, and passion for service excellence to our Contact Centre team.

What You Will Do:

Lead workforce planning, forecasting, scheduling, and staffing strategies to ensure customer service levels and performance metrics are consistently achieved.
Provide leadership and direction to a team of employees, including coaching, performance management, employee development, and recruitment activities.
Manage Contact Centre planning and support functions, including reporting, analytics, scheduling, intraday monitoring, and workforce management processes.
Partner with internal technology teams to support Contact Centre systems, applications, and Interactive Voice Response (IVR) enhancements that improve the customer experience.
Collaborate with outsourced service providers to develop call forecasts, manage call routing strategies, and align resources to changing customer demand.
Monitor key performance indicators, identify improvement opportunities, and implement strategies that enhance operational effectiveness and customer satisfaction.
Foster a culture of accountability, collaboration, and customer focus while ensuring compliance with applicable regulations, controls, policies, and collective agreements.

Who You Are:

University degree in Business or a related discipline.
Six or more years of leadership experience within a Contact Centre, Customer Service, or Operations environment.
Previous experience managing direct reports in a customer service or operational setting.
Experience with workforce planning, forecasting, scheduling, and performance management.
Strong analytical, problem-solving, and decision-making capabilities.
Excellent communication and interpersonal skills, with the ability to build productive relationships across multiple teams.
Strong technical aptitude and proficiency with customer information systems, reporting tools, and forecasting applications.

Preferred:

Project Management Professional (PMP) certification.
Additional post-secondary education in Business, Operations, or a related field.
Knowledge of contact centre technologies, workforce management systems, and IVR platforms.

Working Conditions:

Typical office or hybrid work environment.
Occasional travel up to 25%
Participation in activities that support operational demands, workforce planning requirements, and continuous improvement initiatives.

Physical Requirements include but are not limited to:

Grasping, kneeling, light – moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and the ability to sit at a computer for long periods of time.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work s