Digital Channels Supervisor

3 weeks ago

ChathamKent, Canada Enbridge Full time

Posting End Date:
April 29, 2024

Employee Type:
Regular-Full time

Union/Non:
This is a non-union position

At Enbridge, we embrace new ideas and offer an environment where employees are recognized and respected for their input and opinions. We view our employees as our future leaders and strive to provide an environment that encourages self-improvement, innovation and growth so that we can promote from within. We are looking for outstanding employees who share our vision to be the best in everything we do, from safe and reliable operations to innovative solutions and complete team commitment and dedication to our values

The Digital Channels and Analytics team is looking for a Digital Channels Supervisor. This role will be responsible for direct oversight and supervision of the Customer Care digital channels (IVR, Chatbot, My Account, Mobile App) as well as support of other Customer Care Operations related systems (Green Button, SAP-CIS) that focus on a high level of customer centricity.

What you will do:
- Responsible to manage and implement the overall digital strategy to support achievement of Customer Care Operational goals.- Supervise the team of advisors who are responsible for the day to day business support of digital channels and other systems used by Customer Care Operations.- Collaborate with functional leads, TIS and Business resources to maintain and enhance the digital channels utilized by Enbridge Gas customers, providing recommendations for continuous improvements.- Provide business leadership for technology related projects that will enhance user experiences, including participation in project Operating and Steering Committees as the need arises.- Cultivate and maintain relationship between the Business Systems Support (BSS) team and the Digital Channels team in Customer Care Operations.- Work closely with many stakeholders including TIS, vendor partners and Customer Care Operations leadership to collaborate on technology projects.- Lead regular discussions between Digital Channels and Customer Care Operations leadership to share knowledge, determine prioritization and resolve issues.

Who you are:
You have the following education and skills:
- Related university degree and seven (7)+ years’ experience (preferably in Business Intelligence, Data Analytics, Business Analytics Marketing, Market research, customer care) Or nine (9)+ years of previous field operations experience. An equivalent mix of formal education and experience may also be considered.- Minimum 3 years’ previous experience with People Leadership.- Demonstrated ability to create and design a user experience that follows a user-centric approach.- Experience with web designs and related technologies.- Strong knowledge of the Enbridge Gas digital channels that customers interact with - My Account, Chatbot (cozETM) and IVR.- Previous functional experience with SAP S/4HANA, including knowledge and experience with the Multichannel Foundation (MCF) services in SAP and how they interact with digital channels.- Possess a solid understanding of the creative user experience and technical processes with a demonstrated ability to build and create designs that highlight the customer/user experience.- Excellent communication skills, problem solving and strong client/customer service skills.- Advanced Microsoft Excel and proficiency with Power BI and MS Visio.- Proven Microsoft Office Suite proficiency, i.e. EXCEL, WORD, Access, PowerPoint, SAP Analytics suite (Business Objects, Lumira).- Proven ability to prioritize multiple projects and shift priorities without the loss of efficiency or effectiveness.- Make recommendations for continuous improvement of digital channel experiences.- Travel to other Enbridge office locations and projects sites as the need arises (10%).

Preferred:
- Knowledge of affiliate relationship code, gas marketers code, and other regulatory requirements which govern the activities of the Company.- Knowledge of the Green Button related standards and regulations.

Flex Work Clause

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid #joinourteam

Diversity and inclusion are important to us. Enbridge is an

Equal Opportunity and Affirmative Action Employer
- We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request a

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