New

Supervisor, Customer Contact

National Grid
$66,000 - $78,000
United States, New York, Syracuse
Feb 10, 2026
About us National Grid is hiring a supervisor for our Customer Contact department in Syracuse, NY Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating, and our expertise and track record put us in an unparalleled position to shape the sustainable future of our industry. To be successful, we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow ourselves and our business. Job Purpose To supervise, plan, coordinate and direct a team within a Business area in order to maintain a smooth and efficient function in line with departmental and National Grid requirements. Key Accountabilities Supervise a culturally diverse workforce through coaching, counselling, and team building to ensure tasks are carried out in an efficient manner. Monitor performance of allocated staff, including issues relating to sickness, discipline, and poor standards of work, in order to ensure that work is carried out efficiently and effectively and feedback is given timely. Review and monitor the work of others, providing technical guidance when required, to ensure accuracy and timeliness of information. Monitor relevant business processes in order to identify opportunities for improvement. Develops a climate providing motivation, participation, and opportunities for employee initiative. Execute instructions and requests, plan and organize resources, and make appropriate arrangements to ensure that work is carried out efficiently and in line with relevant policies and processes. Monitor all service level targets and key performance indicators to ensure compliance. Build a team environment, setting expectations to improve work performance and ensure representatives are complying with standards set by regulatory bodies. Engage in the recruitment process by participating in interviews for prospective new employees Must be available to meet all oncall obligations associated with storm response operations. Must be able to work a schedule that falls within operational hours between 7:00 a.m. and 7:00 p.m. Qualifications Associate degree Preferred 2-5 years of call center, customer service, or operational experience, with at least 1-3 years in a supervisory or teamlead role preferred More Information Salary: $66,000 - $78,000 This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience. (include if applicable) Please be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations governing US Department of Transportation ("DOT") covered positions, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA). As such, the Company's testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety-sensitive, DOT covered positions. 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. #LI-AT2