Team Leader - Customer Contact Center

AES US•Dayton, OH

About The Position

The Contact Center Team Leader is responsible for leading a team of agents and serves as a liaison between Customer Service teams within AES Ohio and other divisions, departments, and organizations on matters related to customer service programs. The role involves developing a team concept in each work area, improving morale, and enforcing applicable safety policies, practices, and procedures. The Team Leader performs any other duties, tasks, and responsibilities that may be assigned.

Requirements

Minimum High School Graduate with additional educational or professional training preferred.
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.

Nice To Haves

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.

Responsibilities

Coach and develop employees to maintain or improve work performance and career development.
Ensure all employees receive effective, consistent coaching sessions.
Supervise, evaluate, and improve the effectiveness of Customer Service contact center functions.
Communicate, implement, and interpret customer service policies and procedures.
Work to develop a team concept in each work area and develop ways to improve employee morale.
Align processes and policies across both CS organizations when possible.
Ensure Customer Service contact center functions are operating according to required regulations.
Work parallel to other supervisors to ensure improved performance on key performance metrics.
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.