Customer Service Team Lead — Coach & Elevate

The AES Corporation; Indianapolis (IN); In loco; USD 75.000 - 110.000; Tempo pieno

Descrizione del lavoro

The AES Corporation in Indianapolis seeks a Customer Service Team Leader to coach and develop a high-performing group while upholding safety and service standards. You will monitor performance, drive improvements, collaborate with fellow leaders, and partner with the union to maintain productive relations and strong customer outcomes.

Qualifications include a Bachelor's degree and 3+ years in customer service, with at least 1 year leading teams; experience with SAP CSM or Genesys Cloud IVR is a

Competenze

• 3+ years in a customer service role, with 1+ year leading teams.
• Bachelor's degree in Communications, Business Management, HR, or related field.
• Strong MS Office skills and ability to handle confidential information.

Mansioni

• Lead, coach, and develop a team of customer service representatives.
• Ensure coaching sessions are effective and consistent.
• Monitor and improve customer service performance and policies.
• Collaborate with other team leaders to enhance metrics and targets.
• Work with the local union to maintain productive relationships.

Conoscenze

Team leadership

Coaching

Communication

Analytical thinking

Change management

Feedback

Time management

Data driven

Formazione

Bachelor's degree in Communications/Business/HR

Strumenti

SAP CSM

Genesys Cloud IVR

Descrizione del lavoro

The AES Corporation in Indianapolis seeks a Customer Service Team Leader to coach and develop a high-performing group while upholding safety and service standards. You will monitor performance, drive improvements, collaborate with fellow leaders, and partner with the union to maintain productive relations and strong customer outcomes.

Qualifications include a Bachelor's degree and 3+ years in customer service, with at least 1 year leading teams; experience with SAP CSM or Genesys Cloud IVR is a