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. Apply now and energize your career with a true leader in global energy.
Responsibilities
- Lead, coach, and develop a team of customer service representatives to enhance their performance and career development.
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Ensure that all team members receive effective and consistent coaching sessions.
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Monitor and evaluate the effectiveness of customer service functions, implementing improvements as needed.
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Communicate and enforce customer service policies and procedures.
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Foster a culture that embodies our core values: Safety First, Highest Standards, and All Together.
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Ensure the team consistently meets or exceeds established targets and maintains high-quality standards.
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Collaborate with other team leaders and managers to enhance performance on key metrics.
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Assist in creating and adhering to financial and performance targets.
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Work with the local union as necessary, cultivating a healthy and productive union/leadership relationship.
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Perform other duties, tasks, and responsibilities as assigned.
Education / Experience (Required)
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Minimum of 3 years' experience in a customer service role, with at least 1 year of proven experience leading and managing teams.
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Bachelor's degree in Communications, Business Management, Human Resources, or a related field from an accredited institution, or equivalent applicable with proven experience.
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Strong computer skills with experience using Microsoft Office products.
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Previous experience handling sensitive and/or confidential information.
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Ability to work independently, prioritize tasks, and meet deadlines for both self and team.
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Knowledge of utility regulatory guidelines relevant to the business.
Preferred Skills and Experience
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Experience working with SAP CSM
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Experience working with Genesys Cloud IVR
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Exceptional verbal and written communication skills.
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Ability to swiftly adapt to evolving business needs.
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Strong analytical skills with the capability to recommend improvements based on data.
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Skilled in providing constructive feedback.
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Demonstrated ability to lead through change effectively.
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Experience working within a unionized environment.
AES Corporation
4300 Wilson Blvd
Arlington
Virginia United States
www.aes.com
