Job Information
National Grid Supervisor, HR Business Services in Syracuse, New York
About the role
National Grid is looking for an experienced Supervisor to support our HR Business Services Contact Center covering the employee life cycle processes from ‘hire to retire’ by ensuring an effective, timely and quality-driven service is given. The chosen candidate will assist in hiring, training, developing, and managing performance of Employee Services Associates. This position is responsible for approximately 13 union represented team members and will support the overall operation in a leadership capacity in collaboration with the rest of the management team.
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
What you'll do
Lead and manage a team of business service representatives, providing guidance, support, and coaching as needed.
Assist with recruiting and on-boarding of new customer service team members.
Actively manage team performance to ensure that work is carried out efficiently and effectively, with documented periodic reporting on corrective action and disciplinary proceedings.
Ensure that all business service transaction are delivered in a timely and professional manner, meeting or exceeding client expectations.
Develop and implement departmental goals, objectives, and performance metrics to drive continuous improvement.
Monitor key performance indicators (KPIs) and take corrective action as needed to meet targets and enhance service quality.
Collaborate with other departments to streamline processes, resolve issues, and optimize overall business service delivery.
Conduct regular performance evaluations of team members, providing feedback and identifying areas for development and training.
Coordinate with senior management to develop and implement strategic initiatives to grow the business services department.
Prepare and present reports on departmental performance, trends, and areas for improvement to senior management.
Lead a team of people to deliver a quality service with a focus on continuous improvement. Ability to adapt approaches, utilize and align skills to different customer groups while managing their expectations.
What you'll have
Associate’s/Bachelor’s degree or some advanced education preferred.
3+ years of direct supervisory experience in a fast-paced Employee Service/HR/Customer Service operation preferred.
Strong leadership and interpersonal skills with the ability to motivate and inspire team members.
Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and internal stakeholders.
Solid understanding of business service operations, including customer service, process improvement, and performance management.
Proficiency in MS Office and experience with CRM software or other relevant tools.
Strong analytical and problem-solving skills with a focus on data-driven decision-making.
Ability to work well under pressure, prioritize tasks, and meet deadlines in a fast-paced environment.
Proven success managing team members in a hybrid working environment.
More Information
#LI-NK1 #LI-HYBRID
Annual Salary
$76,000-$89,000
Salary commensurate with 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.