Contact Center Team Leader

The AES Corporation; Dayton (OH); On-site; USD 60,000 - 75,000; Full time

Job summary

A leading energy company in Dayton, Ohio, is seeking a Team Leader for Customer Service to drive high performance and professional growth among team members. Candidates should have a minimum of 3 years in customer service and at least 1 year in a leadership position. This role focuses on coaching, effective policy enforcement, and performance monitoring to ensure exceptional service delivery. Join a company recognized for its commitment to innovation and positive workplace culture.

Qualifications

• Minimum of 3 years' experience in customer service, with at least 1 year in a leadership role.
• Strong knowledge of utility regulatory guidelines.
• Proven ability to prioritize tasks and meet deadlines.

Responsibilities

• Lead and develop a customer service team.
• Monitor team performance and implement improvements.
• Ensure adherence to customer service policies.

Skills

Customer service experience

Leadership

Strong computer skills

Ability to manage sensitive information

Analytical skills

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

SAP CSM

Genesys Cloud IVR

Job description

Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.

Position Summary

The Team Leader, Customer Service, will play a crucial role in supporting the Manager of Customer Service by leading a team of customer service representatives. This position is responsible for ensuring that the team delivers exceptional service to our customers, fostering a culture of teamwork, innovation, and professional growth. The Team Leader will ensure their team's performance aligns with the company's goals and values.

Responsibilities

• Lead, coach, and develop a team of customer service representatives to enhance their performance and career development.
• Ensure that all team members receive effective and consistent coaching sessions.
• Monitor and evaluate the effectiveness of customer service functions, implementing improvements as needed.
• Communicate and enforce customer service policies and procedures.
• Foster a culture that embodies our core values: Safety First, Highest Standards, and All Together.
• Ensure the team consistently meets or exceeds established targets and maintains high-quality standards.
• Collaborate with other team leaders and managers to enhance performance on key metrics.
• Assist in creating and adhering to financial and performance targets.
• Work with the local union as necessary, cultivating a healthy and productive union/leadership relationship.
• Perform other duties, tasks, and responsibilities as assigned.

Experience (Required)

• Minimum of 3 years' experience in a customer service role, with at least 1 year of proven experience leading and managing teams.
• Strong computer skills with experience using Microsoft Office products.
• Previous experience handling sensitive and/or confidential information.
• Ability to work independently, prioritize tasks, and meet deadlines for both self and team.
• Knowledge of utility regulatory guidelines relevant to the business.

Preferred Education, Skills and Experience

• Bachelor's degree in Communications, Business Management, Human Resources, or a related field from an accredited institution, or equivalent applicable with proven experience.
• Experience working with SAP CSM
• Experience working with Genesys Cloud IVR
• Exceptional verbal and written communication skills.
• Ability to swiftly adapt to evolving business needs.
• Strong analytical skills with the capability to recommend improvements based on data.
• Skilled in providing constructive feedback.
• Demonstrated ability to lead through change effectively.
• Experience working within a unionized environment.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.