Manager Contact Centre
Manager Contact Centre
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Job Description
Posting End Date:
April 24 2025Employee Type:
RegularFull timeUnion/Non:
This is a nonunion positionAt Enbridge our commitment is to serve 3.9 million customers across Ontario by addressing inquiries related to our services. A critical component of our operations is our Manager Contact Centre role which involves overseeing the contact center with an emphasis on customer centricity while ensuring annual compliance with regulated Service Quality Requirements (SQRs).
This diverse role offers you a variety of work with the opportunity to lead develop and grow employees into their full potential.
If you are passionate about making a difference you thrive in a fastpaced environment and you want to be a part of a high performing team we would love to hear from you!
What You Will Do:
Provide leadership to achieve annual goals/metrics for the overall management of the Contact Center function within the Customer Care Operations Leadership Team.
Ensure delivery of Service Quality Requirements as prescribed by the Ontario Energy Board (OEB).
Collaborate closely with key internal partner groups (Distribution Operations Ombuds Customer Attachment TIS) to ensure seamless customer experience.
Manage workforce planning and Operating & Maintenance financial budgets to achieve financial targets.
Work collaboratively with teams across Customer Care and TIS to drive initiatives aimed at improving customer experience.
Who You Are:
You have a related university degree and ten or more years of directly related experience or an equivalent combination of formal education certification and experience.
You have previous leadership experience in a contact center or equivalent environment focused on leading and developing a diverse inclusive and engaged workforce.
You have strong customer orientation and effective decisionmaking skills.
You possess strong problemsolving innovation and change management skills.
You demonstrate dedication to the Enbridge Ways of Working: being accountable; communicating effectively; building relationships and collaborating as one team; leading by example; and engaging and developing our people.
The Following Would Be an Asset:
Handson exposure in a unionized environment.
Flex Work Clause
Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridges 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.
#LIHybrid
#joinourteam
At Enbridge we are dedicated to our core value of are proud to bean Equal Opportunity Employer. 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 status disability or any other reason protected by federal state or local 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.
Required Experience:
Manager
Employment Type
Full-Time
