Customer Contact Center Team Lead

AES Corporation; Kentucky; On-site; USD 65,000 - 85,000; Full time

Job summary

AES Corporation is seeking a Contact Center Team Leader to guide a team of agents and act as a liaison across Customer Service divisions at AES Ohio. The role focuses on coaching, policy implementation, and ensuring regulatory compliance while driving performance improvements.

The ideal candidate will bring supervisory experience, strong communication skills, and the ability to adapt to changing business needs, with a background in contact center environments and data-driven decision making.

Qualifications

• Minimum High School Diploma; additional education or professional training preferred.
• Must have strong computer skills with at least two years' experience using Microsoft products.
• Experience handling sensitive and/or confidential information.
• Ability to work independently, prioritize work and meet deadlines.

Responsibilities

• Coach and develop employees to maintain or improve performance and career development.
• Ensure effective, consistent coaching sessions for all employees.
• Supervise, evaluate and improve the contact center functions for Customer Services.
• Communicate, implement and interpret customer service policies and procedures.
• Develop a team concept in each area and improve employee morale.
• Align processes and policies across CS organizations where possible.
• Ensure operations comply with required regulations.
• Collaborate with other AES supervisors to standardize practices.

Skills

Supervisory experience

Excellent communication

Adapt to change

Data analysis

Constructive feedback

Customer service experience

Microsoft Office

Confidential information handling

Independent work

Education

High School Diploma

Tools

CSS

Job description

AES Corporation is seeking a Contact Center Team Leader to guide a team of agents and act as a liaison across Customer Service divisions at AES Ohio. The role focuses on coaching, policy implementation, and ensuring regulatory compliance while driving performance improvements.

The ideal candidate will bring supervisory experience, strong communication skills, and the ability to adapt to changing business needs, with a background in contact center environments and data-driven decision making.