Team Leader - Customer Contact Center

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

Are you ready to be part of a companythat'snot just talking about the future, but actively shaping it? Join The AES Corporation, the largest US-based global power company witha teamof 8,300employees across 12 countries.

AES has beenranked #1 byBloombergNEFin renewable energy sales to corporations in the US and Americas for five consecutive years, providing electricityformillions of peopleworldwide.

We are proud to foster a strong workplace culture, earning prominent positions in Great Place to Work rankings across the markets where weoperate. AES was also named one of the World's Most Ethical Companies for the 13th consecutive year in 2026, highlighting our dedication to integrity, transparency, and responsible business practices.

Our spirit of innovation continues to earn industry recognition. AES is the only seven-time winner of the Edison Electric Institute's Edison Awards in the twenty-first century, a distinction honoringglobal leadership in advancing the electric power industry.

Ifyou'reready to be part of a companythat'snot just adapting to change, but driving it, AES is the place for you.We'renot just building a more sustainable future,we'repowering it.

POSITION SCOPE:

TheContact Center Team Leaderis responsible for leading a team agents and serves as a liaison between Customers Service teams within AES Ohioand other divisions, departments and organizations on matters related to customer service programs. Works to develop a team concept in each work area and develops ways to improve morale. Enforces and complies with all applicable safety policies, practices and procedures. Performs any and all other duties, tasks and responsibilities which may be assigned.

BASIC REQUIREMENTS:

• Minimum High School Graduate with additional educational or professional training preferred.
• Must have strong computer skills with at least two (2) years' experience using Microsoft products.
• Previous experience dealing with sensitive and/or confidential information.
• Ability to work independently, prioritize work and meet deadlines.

PREFERRED SKILLS:

• Two (2) years or more supervisory/management experience in a Customer Services environment.
• Excellent verbal and written communication skills.
• Must be able to quickly adapt to changing business needs.
• Able to analyze data and make recommendations for improvement.
• Able to provide critical feedback in a constructive manner.
• Experience working in a union environment.
• Able to advise and encourage people as a role model.
• Strong technical understanding of CSS.
• Applicable understanding of regulatory guidelines and how those relate to our business.
• Customer Services or contact center experience.

PRIMARY RESPONSIBILITIES:

• Coach and develop employees to maintain or improve work performance, career development, etc.
• Ensures all employees receive effective, consistent coaching sessions.
• Supervise, evaluate and improve the effectivenessof Customer Services contact center functions.
• Communicate, implement and interpret customer service policies and procedures.
• Work to develop a team concept in each work area and develops ways to improve employee morale.
• Align processes, policies across both CS organizations when possible.
• Ensures Customer Service contact center functions are operating according to required regulations.
• Work parallel to the other supervisors to ensure improved performance on key performance metrics.
• May support quality assurance and/or training as needed.
• Address corrective action as necessary.
• Work closely with peer(s) at other AES companies to ensure consistency of practices when applicable.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.