Supervisor Contact Centre

Do you have what it takes to help keep the lights on for our customers in communities across the province? Then joining the Newfoundland Power team could be part of your next adventure¿

Who We Are

At Newfoundland Power, we're passionate about delivering safe, reliable, and affordable electricity. Our roots in Newfoundland and Labrador go back 140 years. Today, we're part of Fortis Inc., a leader in the regulated gas and electric utility industry in North America. We are proud to employ over 650 talented people who are among the best in the industry.

We are committed to ensuring a supportive, inclusive and diverse culture where everyone feels safe and valued for who they are. Together, we strive to create an environment which is free of discriminatory barriers, where everyone is treated respectfully and equitably so they can thrive and bring their whole selves to work.

Everything we do is guided by our core values: People, Safety, Service, Respect, Teamwork and Innovation. We believe in going above and beyond to serve our customers and giving back to the place we call home is a longstanding tradition held by our employees. This could be the opportunity for you to continue to grow and develop your career.

The Opportunity

As a valued member of our dedicated Customer Relations Team, you have a genuine interest in working with people and strive to provide a quality customer service experience. You will use your strong verbal and written communication skills to lead a team of Customer Service Representatives as they guide customers through their service journey. You will be responsible for our customers' satisfaction by ensuring customers receive quality service.

Key Responsibilities

- Responsible for monitoring, coaching, supporting, motivating and developing a team of Customer Service Representatives (CSRs).

- Jointly responsible (with other Supervisors) for management of day-to-day operations of Contact Centre, ensuring customers receive superior customer service and Customer Relations metrics are met.

- Act as positive, customer-focused role model to lead, facilitate, develop and nurture the team.

- Responsible to address customer escalations and resolve complex issues through good judgement and negotiation.

- Responsible for difficult customer escalations which are beyond the ability of CSRs to resolve.

- Act as consultant with respect to provision of input into processes, procedures, customer communications and system design.

- Shared responsibility for on-call to coordinate power outage response and to provide Contact Centre support after normal hours.

- Maintain relationships with other departments within the Company that may impact the customer experience and ensure best practices are being followed.

- Act as a liaison for those departments to ensure that changes and updates to processes or technology are transferred to the Contact Centre employees.

- Provide feedback and coaching to CSRs based on agent metrics, statistics and customer contact reviews.

- Provide regular coaching and training sessions through multiple channels to ensure employees are equipped to respond to customer inquiries.

- Promote employee development through opportunities within and outside the Contact Centre.

- Foster and promote a diverse, equitable and inclusive environment for employees by following Newfoundland Power's DEI Strategy.

Qualifications

- Bachelor's degree in business, three-year Business Diploma, or another related discipline.

- Minimum of 5 years' experience working in a contact centre, customer service environment, or other related area.

- Previous leadership experience, particularly in a customer service role is preferred.

- Comprehensive knowledge and experience using the Customer Care and Billing system would be an asset.

- Strong coaching/facilitation and time management skills are essential.

- A genuine interest in working with people, a sensitivity and concern for others, and have strong interpersonal and motivational skills.

How to Apply

If this sounds like you, please Apply or visit us online at https://careers.newfoundlandpower.com.

In support of our DEI commitment and to help us to confirm that we are reaching a wide source of qualified job seekers, we invite all applicants to provide self-identification information on a voluntary basis during the recruitment phase. More information on this process is provided within our job application tool.

We thank all applicants for their interest. Only applicants selected for an interview will be contacted directly. If you require accommodation for any reason during the interview process, please let us know what you need, and it will be kept in confidence. For any questions, please contact Careers@newfoundlandpower.com.