Customer Contact Center Team Lead — Hybrid, Dayton

AES Corporation; Dayton (OH); Hybrid; USD 52,000 - 70,000; Full time

Job summary

AES Corporation in Dayton, OH is seeking a Team Leader for the Customer Contact Center. The role leads a team of agents, coaches staff, and serves as a liaison across AES Ohio and other divisions to improve customer service programs.

Responsibilities include coaching sessions, performance evaluation, policy interpretation, and alignment of CS processes. Hybrid work arrangement is available, with emphasis on strong communication and data-driven improvement.

Qualifications

• Two years or more supervisory/management experience in a Customer Services environment.
• Excellent verbal and written communication skills.
• Able to adapt to changing business needs.
• Experience working in a union environment.
• Strong technical understanding of CSS.

Responsibilities

• Coach and develop employees to maintain or improve performance and morale.
• Supervise, evaluate and improve the effectiveness of Customer Services contact center functions.
• Communicate, implement and interpret customer service policies and procedures.
• Work to develop a team concept across CS areas and improve employee morale.
• Ensure compliance with required regulations and align processes across CS organizations.

Skills

Supervisory experience

Excellent communication

Data analysis

CSS knowledge

Union environment experience

Education

High School Diploma

Tools

Microsoft Office

Job description

AES Corporation in Dayton, OH is seeking a Team Leader for the Customer Contact Center. The role leads a team of agents, coaches staff, and serves as a liaison across AES Ohio and other divisions to improve customer service programs.

Responsibilities include coaching sessions, performance evaluation, policy interpretation, and alignment of CS processes. Hybrid work arrangement is available, with emphasis on strong communication and data-driven improvement.