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About us
National Grid is hiring a Manager for our Call Center in Brooklyn, NY, NY
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
Manages the service delivery and performance of the Contact Center in order to ensure exceptional customer experience across all channels through Continuous improvement of the end to end process.
Key Accountabilities
Ensure efficient day to day operations of the LI Gas Call Center, Customer Offices and Managed Accounts teams.
Promote Process Excellence across all activities in order to achieve business objectives and continuously improve performance.
Translate business objectives into clearly defined plans and schedules, partnering with workforce planning, in order to support achievement of cost and quality targets.
Develop high level plans and champion innovation through the use of pilots and projects, in conjunction with process and performance, workforce management, program management and service providers in order to improve performance and service levels.
Acts Commercially by driving activities to achieve high productivity, low costs and efficient work practices and to ensure compliance with National Grid policies and procedures.
Ensure compliance with all regulatory standards and service level agreements including business ethics and company policies
Manage ongoing relationships with unions and key internal functions
Execute on Business Continuity and Resilience plans and manage to resolution emergency situations impacting both customer and employees
Qualifications
Knowledge & Experience Requirements:
Professional qualification and/or experience of managing operational/call Center/customer office/processing activity in a performance driven environment. *
Experience of leading, inspiring and motivating a large operational team in a union-based environment. *
Understanding of Continuous Improvement principles
Good understanding of key business drivers and external commercial environment
Proven influencing skills, able to influence at senior levels, internally and externally
Capability Requirements:
Holding People Accountable: Demands continual high performance in cost and quality and makes the consequences of non-performance clear to supervisors and staff.
Impact and Influence: Uses a customer satisfaction and performance-driven approach by considering what is important to the audience and communicating accordingly with supervisors, center staff, peers and agencies/regulators.
Team Leadership: Promotes team effectiveness by soliciting input from supervisors and team members, communicating service level expectations and delegating responsibilities while providing support, process and structure.
Organizational Savvy: Identifies the key stakeholders/functions in the organization which impact upon contact center activity, and understands how National Grid business decisions, structures and policies may impact workload.
Drives Results: Sets and strives to meet challenging targets, goals and service levels focused on cost and quality in a challenging and high volume environment.
More Information
Salary
$131,000 – $154,000 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.
