Team Leader, Customer Service

Position Summary

Under general supervision, responsible for leading a team of 20+ contact center agents in a utility setting. Serves as a liaison between Customer Services teams for Indiana and Ohio, and other divisions, departments, and organizations on matters related to customer service programs. Works to develop a team concept in each work area and develop ways to improve morale. Enforces and follows all applicable safety policies, practices and procedures.

Performs all other duties, tasks and responsibilities which may be assigned.

• Must meet the company’s General Qualifications.
• Minimum high school graduation; additional educational or professional training preferred.
• Two (2) or more years of supervisory/management experience in a Customer Services / Call Center environment, leading a large group of people.
• Strong computer skills with at least two (2) years experience using Microsoft products and other software and tools.
• Previous experience dealing with sensitive and/or confidential information.
• Ability to work independently, prioritize work, and meet deadlines.
• Excellent verbal and written communication skills.
• Must be able to quickly adapt to changing business needs.
• Analyze data and make recommendations for improvement.
• Ability to provide critical feedback in a constructive manner.
• Ability to advise and encourage people as a role model.
• Applicable understanding of utility regulatory guidelines and how those relate to the business.
• Experience working in a union environment is desirable, not mandatory.

• Experience working with SAP CSM Powered Up Customer Service.
• Spanish language skills.
• Knowledge of Genesys contact center software.

• Coach and develop 20+ employees to maintain or improve work performance, career development, etc.
• Ensure all employees receive effective, consistent coaching sessions.
• Supervise, evaluate and improve the efficiency of Customer Services contact center functions.
• Communicate, implement and interpret customer service policies and procedures.
• Develop a team concept in each work area and develop ways to improve employee morale.
• Align processes and policies across both Customer Service organizations when possible.
• Ensure Customer Service contact center functions are operating according to required regulations.
• Work parallel with 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 peers at other AES companies to ensure consistency of practices when applicable.

AES is an Equal Opportunity Employer committed to building strength and delivering long-term sustainability through diversity and inclusion. 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.