Team Leader Customer Contact Center
Public global power company that owns and operates electricity generation, regulated utilities, LNG infrastructure, renewable energy, and battery-storage assets.
About The AES Corporation
AES develops, constructs, and operates power-generation and distribution businesses, supplying affordable and sustainable power. Its portfolio includes solar, hydro, wind, natural gas, coal, battery storage, utilities, and LNG infrastructure.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead and coach contact-center employees, evaluate customer-service operations, and improve performance. You will communicate and interpret policies, align processes across customer-service organizations, support quality assurance and training, address corrective actions, and ensure compliance with required regulations.
Requirements
- High school diploma; additional education or professional training is preferred.
- Strong computer skills and at least two years of experience using Microsoft products.
- Experience handling sensitive or confidential information.
- Ability to work independently, prioritize work, and meet deadlines.
Responsibilities
- Coach and develop employees to improve performance and career development.
- Ensure employees receive effective and consistent coaching.
- Supervise, evaluate, and improve customer-service contact-center functions.
- Communicate, implement, and interpret customer-service policies and procedures.
- Develop team practices and improve employee morale.
- Align processes and policies across customer-service organizations.
- Ensure contact-center functions comply with required regulations.
- Partner with other supervisors to improve key performance metrics.
- Support quality assurance and training as needed.
- Address corrective actions as necessary.
- Coordinate with peers at other AES companies to maintain consistent practices.