Team Leader, Customer Service

AES•Indianapolis, IN

4d•Onsite

About The Position

Under general supervision, is responsible for leading a team of 20+ contact center agents in a utility setting. Serves as a liaison between Customers Services teams for Indiana and Ohio, 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. Perform all other duties, tasks and responsibilities which may be assigned.

Requirements

Minimum High School Graduate with additional educational or professional training preferred.
Two (2) years or more supervisory/management experience in a Customer Services / Call Center environment, leading a large group of people.
Must have strong computer skills with at least two (2) years experience using Microsoft products among 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.
Able to provide critical feedback in a constructive manner.
Able to advise and encourage people as a role model.
Applicable understanding of utility regulatory guidelines and how those relate to our business.

Nice To Haves

Experience working in a union environment is desirable, not mandatory.
Experience working with SAP CSM
Powered Up Customer Service trained
Spanish language Skills
Knowledge of Genesys contact center software

Responsibilities

Coach and develop 20+ employees to maintain or improve work performance, career development, etc.
Ensures 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.
Work to 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 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 peers at other AES companies to ensure consistency of practices when applicable.