Supervisor Customer Operations

Posting End Date:May 22, 2024Employee Type:Regular-Full timeUnion/Non: This is a non-union positionCome make a difference in revolutionizing the way businesses and individuals adopt cleaner energy solutions, as Enbridge Sustain, a leading provider in the energy industry embarks on this groundbreaking initiative.What is Enbridge Sustain? With over 175 years of energy industry experience, we understand the importance of reducing emissions, improving energy efficiency, and strengthening resilience in the face of changing climate and rising energy costs. Our aim is simple: make it easier and more affordable for customers to embrace sustainable energy alternatives, while contributing to a greener future. Enbridge Sustain will offer customers an end-to-end solution, from design and installation to maintenance and support, eliminating the complexities and challenges associated with conventional heating and cooling equipment and future sources of alternative energy.Why this role is important? The Supervisor Customer Service will play a key role in developing, implementing, and optimizing Customer Care operations while amplifying Enbridge Sustain’ s brand identity. In this role, you will lead all aspects of the Customer Care functions, drive cross-functional collaboration, and ensure an environment of excellence to consistently elevate customer satisfaction.Are you a leader who thrives in a dynamic start-up like environment? Do you love to inspire teams, foster a culture of innovation and collaboration? If so, come and join our exciting, fast-paced, and growing team. We'd love to hear from you!What you will do:Establish and operationalize customer care functions such as Call Center operations, back-office tasks, service, and maintenance support.Partner with the sales team to establish residential call center requirements, objectives, and metrics, and initiate the launch of call Center using a comparable operational model.Lead efforts to improve customer satisfaction by consistently refining and optimizing service delivery processes.Develop, lead, grow and motivate the customer care team.Establish and enforce quality assurance processes to ensure consistently high standards in customer interactions and issue resolution.Expand customer support capabilities including email. chat, and social media to cater to diverse customer preferences.Implement robust performance monitoring mechanisms to track and report on key customer service metrics, providing insights for continuous improvement.Stay informed about industry trends, emerging technologies, and implement relevant insights to enhance processes and maintain driven edge.Who you are: Bachelor’s degree in business, or related field.A minimum 7 years of experience in contact center, billing, collections, and service functions, processes, and policies.Knowledge of CIS, telephony, knowledge base etc.Experience growing, developing, and mentoring a team of high performing professionals.An outstanding career demonstrating driving innovative solutions along with the ability to work on multiple initiatives and shifting priorities.Proficient in applying data analytics to measure performance and influence strategic decisions.Stellar communication skills both verbal and written.Ability to travel as required.Working Conditions:Position works in typical office environment.Some project implementations occur overnight or on weekends and may need to be available to support and lead project launch.Requires some travel to 3rd party provider locations and customer sites. A valid Ontario G class Ontario driver’s license and maintenance of a responsible driving record is required.Flex Work ClauseEnbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid #topemployerDiversity and inclusion are important to us. Enbridge is an . We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting .Information For Applicants:Applications can be submitted via our online recruiting system only.We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.Final candidates for this position may be required to undergo a security screening, including a criminal records check.To learn more about us, visit