Customer Service Team Lead - Coach, Elevate Performance

EEONLINE; Bartons Location (IN); On-site; USD 70,000 - 95,000; Full time

Job summary

AES Corporation is seeking a Customer Service Team Leader to guide a team of representatives and drive performance. You will coach, monitor metrics, and ensure adherence to policies while upholding Safety First and High Standards.

Responsibilities include developing team skills, collaborating with other leaders, and supporting financial targets. Strong communication and data-driven improvement mindset are required. On-site role in the Indiana region.

Qualifications

• Minimum 3 years in a customer service role with at least 1 year leading teams.
• Bachelor's degree in a related field or equivalent with proven experience.
• Strong computer skills, especially Microsoft Office.
• Experience handling sensitive information.
• Ability to work independently and meet deadlines for self and team.
• Knowledge of utility regulatory guidelines relevant to the business.

Responsibilities

• Lead, coach, and develop a team of customer service representatives to enhance performance and career development.
• Provide consistent coaching sessions to team members.
• Monitor and evaluate customer service effectiveness, implementing improvements.
• Enforce customer service policies and procedures.
• Foster a culture aligned with Safety First, Highest Standards, and All Together.
• Ensure targets and quality standards are met or exceeded.
• Collaborate with other team leaders and managers to improve key metrics.
• Assist in creating and adhering to financial and performance targets.
• Engage with local union as needed to maintain productive relationships.
• Perform other duties as assigned.

Skills

Leadership

Coaching

Customer service

Communication

Data analysis

Feedback

Change management

Union experience

Education

Bachelor's degree in Communications, Business Management, Human Resources, or related field

Tools

SAP CSM

Genesys Cloud IVR

Job description

AES Corporation is seeking a Customer Service Team Leader to guide a team of representatives and drive performance. You will coach, monitor metrics, and ensure adherence to policies while upholding Safety First and High Standards.

Responsibilities include developing team skills, collaborating with other leaders, and supporting financial targets. Strong communication and data-driven improvement mindset are required. On-site role in the Indiana region.