Description
POSITION SCOPE:
The Contact Center Team Leader is responsible for leading a team agents and serves as a liaison between Customers Service teams within AES 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 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 effectiveness of 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.
Contact
AES Corporation
4300 Wilson Blvd
Arlington
Virginia United States
www.aes.com
From the same organization
31 Dec, 2026
31 Dec, 2026
31 Dec, 2026
