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Hydro One
Customer Support SupervisorHydro One • Sudbury, ON, CA
Customer Support Supervisor

Customer Support Supervisor

Hydro One • Sudbury, ON, CA
6 days ago
Job type
  • Full-time
Job description

General Accountabilities

:

  • Reporting to the Customer & Business Services Manager (C&SBM)
  • Supervise and administer the work of staff. Support the department in the development and management of business processes.
  • Manage the zones tracking system processes.
  • Develop and implement department performance tracking and reporting systems and processes.
  • Respond and resolve escalated customer issues and expedited requests.
  • Plan, organize, schedule, assign and control work and responsibilities of assigned staff.
  • Coach, monitor and assess team performance objectives.
  • Develop, implement and maintain methods, standards and procedures for carrying out the work.
  • Recommend on staffing requirements, participate in the selection process and be responsible for job training and development.
  • Review staff performance and initiate effective recommendations on pay, promotion, transfer, discipline and/or termination.
  • Deal with problems relating to the interpretation and application of the Collective Agreement.
  • Ensure staff apply the processes appropriate for the Distribution Lines organization.
  • Ensure processes are carried out consistent with the application of policies, internal and control requirements, statues and regulations.
  • Plan, organize, and schedule assignments to ensure an appropriate distribution of workload.
  • Provide guidance, as required maintain a check on progress and accuracy and be responsible for work quality and productivity.
  • Schedule and authorize overtime and miscellaneous expenses.
  • Support the Region in the development, analysis and management of business processes.
  • Solicit input from customers and employees to continuously improve processes and recommend implementation.
  • Develop and implement department performance tracking and reporting systems and processes.
  • Coordinate with service providers all aspects of site telephone and LAN communications and aq related office automation needs.
  • Work with service providers to provide office accommodation services which include space planning, acquisition of furniture and office equipment and supplies needs.
  • Maintain minor fixed asset inventory of all relevant office equipment.
  • Investigate and respond to expedited inquires and escalated customer issues.
  • Perform other duties as required.

Selection Criteria

Essential Knowledge:

  • Requires knowledge of business administration, data communications and database management to develop and implement performance system requirements and business processes.
  • Requires good communication skills to communicate effectively with internal and external contacts.
  • This knowledge is considered to be normally acquired through the completion of Grade XII plus 3 years' further concentrated study.
  • Requires a good understanding of the retail distribution systems, operations and the interrelationship between organizations such as Customer Communications Centre, Workforce Deployment, Engineering services and other Business Units.
  • Requires experience with business information systems, software applications and computer hardware to develop and implement performance systems.
  • Requires experience to be familiar with network communications, procedures, standards and work routines. Requires experience to understand the specifics of the various computerized systems and their interrelationship with other systems.
  • Requires experience to be familiar with the business in order to make effective recommendations on systems to support its operations.
  • Requires experience to be familiar with effective training approaches and methods and with documenting training procedures.
  • Requires experience in a supervisory capacity.
  • A period of over 6 years and up to and including 8 years is considered necessary to gain this experience.

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Customer Support Supervisor • Sudbury, ON, CA

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