Team Lead, Customer Care

Enmax - Calgary, AB (30+ days ago)

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The Customer Care Leadership Team takes great care to be a trusted energy partner for all our customers’ energy needs. We build strong, high functioning teams that get stuff done and consistently deliver on commitments. We are detail oriented and thrive on delivering leading customer focused solutions founded on a solid understanding of data and trends.

What will we find out about you?

You’re experienced : You ideally have at least two years of leadership and performance coaching experience in a customer experience environment. You are a strong communicator with conflict resolution skills and can easily translate the impact of operational decisions on customer and employee satisfaction. Although a degree is a nice to have, we’re looking for you have a high school diploma and competency in Microsoft Office applications. General knowledge of the Alberta energy industry along with experience in SAP, billing, and collections is considered an asset.

You have what it takes: You understand that the customer experience is defined by the employee experience and you are committed to excellence for our customers and our employees. You have a passion for catching others doing things right, you ask for and give feedback abundantly, and build team cohesion through care and coaching.

You’re driven : You are an energetic and experienced people leader who balances a focus on relationships with a drive for results. You have a high degree of curiosity, like to collaborate and understand the value of diverse perspectives. You thrive in a fast-paced, constantly evolving workplace and are looking for the right opportunity to contribute your talents to a high performing team.

What’s this role all about?

Service: You will coach, mentor and develop employees to positively impact their success. You will be expected to monitor productivity, create action plans to enhance performance, and motivate team members to consistently exceed customer expectations. This will include timely and regular performance reviews for team members to enhance their job and career development.

Teamwork: Liaising with colleagues and other departments to support open communication and exchange of information will be part of your day-to-day work. You will need to resolve customer service, billing or collections issues through effective decision-making while thinking out of the box to implement operational improvements to optimize efficiency. You will coordinate work activities with other supervisors to ensure program operational requirements and key performance indicators are met.

Quality: You will measure quality and productivity levels of employees to ensure high standards are consistently achieved. You will perform safety inspections at employees’ home offices on a regular basis. You will be responsible for day-to-day application of, and adherence to, policies and procedures. You’ll be hiring the right talent for your team, managing performance and catching others doing things right. You’ll also be responsible for discipline and termination practices.

Agility: Your work hours may include evenings and weekends (as needed) to ensure proper supervision for the contact centre. You will support a blended team of home-office and in-office employees. A valid class 5 drivers license with a safe and reliable vehicle is required.

There are lots of other things we could talk about but that’s a good start. If you’re the person we’re looking for please apply by May 30th, 2019.

ENMAX welcomes all qualified applicants to apply, it is our aim to have a workplace which reflects the diversity of the communities we serve.

ENMAX Values – Safety, Integrity, Accountability, Service, Teamwork, Agility, Innovation

If you share our values and would like to make a difference with your career, join the team and see where the ENMAX possibilities can take you.

Location – ENMAX Place - 141 – 50 Ave. SE

Please visit our careers page to learn more about other opportunities at ENMAX Corporation.