Team Leader Customer Service

EEONLINE; Bartons Location (IN); In loco; USD 70.000 - 95.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Leadership

Coaching

Customer service

Communication

Data analysis

Feedback

Change management

Union experience

Formazione

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

Strumenti

SAP CSM

Genesys Cloud IVR

Descrizione del lavoro

Organization

AES Corporation

Region

Canada, Indiana, Indianapolis

End Of Contest

January 7, 2027

Type

Full time

Category

Customer service

Description

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a more sustainable future, we're powering it.

Responsibilities

• Lead, coach, and develop a team of customer service representatives to enhance their performance and career development.
• Ensure that all team members receive effective and consistent coaching sessions.
• Monitor and evaluate the effectiveness of customer service functions, implementing improvements as needed.
• Communicate and enforce customer service policies and procedures.
• Foster a culture that embodies our core values: Safety First, Highest Standards, and All Together.
• Ensure the team consistently meets or exceeds established targets and maintains high-quality standards.
• Collaborate with other team leaders and managers to enhance performance on key metrics.
• Assist in creating and adhering to financial and performance targets.
• Work with the local union as necessary, cultivating a healthy and productive union/leadership relationship.
• Perform other duties, tasks, and responsibilities as assigned.

Education / Experience (Required)

• Minimum of 3 years' experience in a customer service role, with at least 1 year of proven experience leading and managing teams.
• Bachelor's degree in Communications, Business Management, Human Resources, or a related field from an accredited institution, or equivalent applicable with proven experience.
• Strong computer skills with experience using Microsoft Office products.
• Previous experience handling sensitive and/or confidential information.
• Ability to work independently, prioritize tasks, and meet deadlines for both self and team.
• Knowledge of utility regulatory guidelines relevant to the business.

Preferred Skills And Experience

• Experience working with SAP CSM
• Experience working with Genesys Cloud IVR
• Exceptional verbal and written communication skills.
• Ability to swiftly adapt to evolving business needs.
• Strong analytical skills with the capability to recommend improvements based on data.
• Skilled in providing constructive feedback.
• Demonstrated ability to lead through change effectively.
• Experience working within a unionized environment.

Read the full posting.

Contact

AES Corporation

4300 Wilson Blvd

Arlington

Virginia United States

www.aes.com