Contact Center Team Leader

AES•Dayton, OH

About The Position

The Team Leader, Customer Service, will play a crucial role in supporting the Manager of Customer Service by leading a team of customer service representatives. This position is responsible for ensuring that the team delivers exceptional service to our customers, fostering a culture of teamwork, innovation, and professional growth. The Team Leader will ensure their team's performance aligns with the company's goals and values.

Requirements

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.

Nice To Haves

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.

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.