National Grid (https:\\careers.nationalgridus.com)
Full Time Employee
About the Position:
The Developmental Supervisor position is responsible for ensuring our client and business needs and goals are being achieved through the daily supervision and organization of Employee Services personnel in order to complete job tasks while complying with Company, departmental and Regulatory policies, procedures and statutory requirements.
The Developmental Supervisor is expected to grow professionally and develop supervisory skills. The selected candidate will be committed to 'on the job' training programs with practical experience of methods and processes.
Position Responsibilities (including but not limited to):
Assist in supervision of a culturally diverse workforce through workforce management and team building to ensure tasks are carried out in an efficient manner.
Oversee workload of team to ensure allocated resources are fully utilized in order to deliver against agreed SLAs and execute work activities within planned unit and budget cost.
Conduct queue management for applicable systems (IEX, CentreVu) for department schedule adherence requirements.
Review and maintain tracking for approved/unapproved planned/unplanned time off and absences.
Build good working relationships with internal & external customers and manage the day-to-day relationship with them in order to understand their requirements and deliver appropriate solutions within National Grid policies and processes.
Monitor performance of staff for quality of work, adherence to department standards, Service Level Agreements, and Key Performance Indicators.
Act as a point for escalations from Response Team in conjunction with current Supervisors.
Promote and implement best practices in order to ensure all work tasks achieve high productivity and low costs.
Analyze trends in escalated issues to identify on-the-job training opportunities and deliver the training.
Build upon professional skills and knowledge of Master Data and employee benefits in order to continually grow your personal contribution to the business.
Recognize and communicate unusual events affecting customer service and master data accuracy (e.g., SAP outage).
Develop a climate providing motivation, participation and opportunities for employee initiative.
Building a team environment, setting expectations to improve work performance and ensure representatives are complying with departmental , corporate, and regulatory standards.
Knowledge & Experience Required:
Preferred four-year professional degree in Business, Human Resources, or related field.
4 years of related experience required.
Must have, or possess the ability to develop a working knowledge of information systems critical to the work management and performance tracking of the designated area.
Must have or possess the ability to develop knowledge and understanding of National Grid's policies and processes and how to apply them effectively.
Must have demonstrated or possess the skills to build effective, respectful, working relationships.
Ability to perform off-hour coverage and provide sound decision-making during emergency situations with the ability to remain composed under stressful situations.
Ability to coach, provide feedback, motivate, and develop others in a direct manner that produces the necessary results.
Able to deliver high quality of customer service in a professional manner, especially when dealing with dissatisfied customers.
Excellent verbal, written and listening skills.
Ability and knowledge to develop standard operating procedures for Employee Services.
This position is one of National Grid?s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.
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.
:Services Delivery Center
:Services Del Center
:Jan 12, 2017, 4:02:13 PM
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