Customer Operations Lead – Center Performance

American Electric Power Co.; Fort Wayne (IN); On-site; USD 99,000 - 129,000; Full time

Job summary

American Electric Power Co. in Fort Wayne, IN is seeking a Customer Operations Supervisor to oversee a team of Customer Operations Associates and ensure adherence to company policies and service standards.

You will plan, monitor, and evaluate activities to meet quality objectives and provide administrative support to management. You will serve as the primary Customer Care liaison for the operating company, lead escalations, coordinate outages, and drive continuous improvement using data and

Qualifications

• Bachelor's degree preferred in a business-related field.
• Minimum of four years' experience in customer service.
• Previous leadership experience with direct responsibility for employees and direct reports is required.
• Customer service or contact center leadership experience is strongly preferred.

Responsibilities

• Monitor individual and team performance to meet departmental goals.
• Direct investigation and resolution of customer inquiries, billing, and related work.
• Coordinate outage restoration activities and staffing for assigned employees.
• Establish and maintain relationships with operating company personnel and other units.
• Lead or coordinate change initiatives and ensure effective communication of decisions.

Skills

Leadership

Project management

Change management

Data analysis

Communication

Education

Bachelor's degree

Job description

American Electric Power Co. in Fort Wayne, IN is seeking a Customer Operations Supervisor to oversee a team of Customer Operations Associates and ensure adherence to company policies and service standards.

You will plan, monitor, and evaluate activities to meet quality objectives and provide administrative support to management. You will serve as the primary Customer Care liaison for the operating company, lead escalations, coordinate outages, and drive continuous improvement using data and