Team Lead Contact Centre

Enbridge
United States
Workplace: HybridFull timeUSD 96,200 - 129,850 annuallyFunction: Administration & Executive AssistanceExperience: 6+ yearsSkills: ["Leadership","Coaching","Performance management","Analytical thinking","Communication","Problem-solving","Decision-making","Relationship building"]

Lead workforce planning, forecasting, scheduling, and staffing strategies to achieve contact centre service levels and performance targets. Manage and coach frontline teams, supporting performance management, development, and recruitment. Oversee contact centre reporting, analytics, intraday monitoring, and workforce management processes, and partner with technology teams and outsourced providers to enhance systems and IVR-driven customer experience. Continuously improve KPIs to raise operational effectiveness and customer satisfaction.

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FursaFursa
Enbridge
Enbridge
4 days ago

Team Lead Contact Centre

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead workforce planning, forecasting, scheduling, and staffing strategies to achieve contact centre service levels and performance targets. Manage and coach frontline teams, supporting performance management, development, and recruitment. Oversee contact centre reporting, analytics, intraday monitoring, and workforce management processes, and partner with technology teams and outsourced providers to enhance systems and IVR-driven customer experience. Continuously improve KPIs to raise operational effectiveness and customer satisfaction.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead workforce planning, forecasting, scheduling, and staffing strategies to meet service levels and performance metrics.
  • •Provide leadership to a team, including coaching, performance management, employee development, and recruitment.
  • •Manage contact centre planning and support functions, including reporting, analytics, scheduling, intraday monitoring, and workforce management processes.
  • •Partner with internal technology teams and outsourced service providers to support contact centre systems, applications, and IVR enhancements.
  • •Monitor KPIs, identify improvement opportunities, and implement strategies to enhance operational effectiveness and customer satisfaction while ensuring compliance with regulations and policies.
Travel: Medium travel

Pay and Benefits

Salary: USD 96,200 - 129,850 annually
Perks:Health InsuranceDentalDisabilityPaid LeaveRetirementPaid HolidaysEmployee AssistanceWellness Stipend

Key Requirements

  • •University degree in Business or a related discipline.
  • •Six or more years of leadership experience in a Contact Centre, Customer Service, or Operations environment.
  • •Previous experience managing direct reports in a customer service or operational setting.
  • •Experience with workforce planning, forecasting, scheduling, and performance management.
  • •Strong analytical, problem-solving, decision-making, communication, and technical aptitude with customer information systems and forecasting applications.
Experience:6+ yearsCustomer serviceContact centreOperations
Education:
Skills:LeadershipCoachingPerformance managementAnalytical thinkingCommunicationProblem-solvingDecision-makingRelationship building
Certifications:PMP
Tech Stack:Workforce planningForecastingSchedulingWorkforce management systemsReporting toolsIntraday monitoringInteractive Voice Response (IVR)Customer information systemsForecasting applications

Company Brief

Enbridge
Enbridge is an energy infrastructure company operating crude oil and liquid pipelines, natural gas transmission and distribution networks, and renewable power generation across North America, focused on energy delivery and transition investments.
Industry: Oil & Gas
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Calgary, Canada
Founded: 1949
WebsiteLinkedIn