Hybrid Customer Care Supervisor

Lead the Customer Care and Billing team at ENWIN Utilities in Windsor, ON. This hybrid role focuses on optimizing team performance and ensuring exceptional customer service standards.
As a Supervisor, you will oversee daily operations of the Customer Service Centre while managing unionized employees. The position requires monitoring staff performance against key performance indicators, supporting CSRs with escalated issues, and ensuring compliance with Ontario Energy Board standards.

Key Responsibilities:

• Manage daily Customer Service Centre operations efficiently

• Monitor performance and coach staff to enhance service quality

• Resolve escalated customer service issues effectively

• Conduct monthly meetings for team process improvements

• Ensure compliance with regulatory obligations and billing processes
Requirements:

• College diploma in Business or related field

• Two years of call center management experience

• Knowledge of CIS system, billing, and credit processes

• Strong communication and leadership skills

• Ability to work independently and as part of a team
Elevate service delivery while supporting staff development within ENWIN Utilities.
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