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National Grid is hiring a Lead Supervisor, Customer Contact, in Syracuse, NY
This position is in office, 5 days a week.
Job Purpose
As a Lead Supervisor, you will oversee other supervisors, ensuring the smooth and efficient operation of the Business Services team in alignment with departmental and National Grid standards. At higher levels, this role involves translating functional policies into procedures that enhance efficiency and performance within your team and across National Grid.
Key Accountabilities
•Supervise a culturally diverse workforce through coaching, counseling, and team building to ensure tasks are carried out efficiently.
•Monitor performance of allocated staff, addressing issues such as sickness, discipline, and poor work standards to ensure efficient and effective task completion, with timely feedback.
•Review and monitor the work of others, providing technical guidance when necessary to ensure accuracy and timeliness of information.
•Identify opportunities for improvement by monitoring relevant business processes.
•Develop a motivating climate that encourages participation and employee initiative.
•Execute instructions and requests, plan and organize resources, and make appropriate arrangements to ensure work is carried out efficiently and in line with relevant policies and processes.
•Monitor Service Level targets and Key Performance Indicators to ensure compliance.
•Build a team environment, set expectations to improve work performance, and ensure representatives comply with standards set by regulatory bodies.
•Oversee the operational workload of an allocated team within Business Services, ensuring staff is fully utilized to deliver against the agreed program of work.
•Promote and implement procedural best practices to ensure all working practices (including health and safety standards) comply with National Grid policies and regulatory requirements.
•Understand and learn regulatory requirements set forth by regulatory agencies and have experience in Emergency Response Procedures and Business Continuity plans as they relate to the area.
Qualifications
•Associate degree or at least 3+ years of related experience or equivalent work experience.
•Related experience of leading a team of represented personnel preferred.
•Must have working knowledge of tools and systems within designated area.
•Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint).
•Related experience of leading a team of represented and non-represented personnel.
•Excellent communication skills.
More Information
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Salary
$84,000 - $99,000 a year
Salary commensurate with location and experienceThis 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 utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.
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.
Full time
$84,000-$99,000Syracuse, NYabout 1 month ago
