Team Leader, Customer Service

Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work you can be confident that youre joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations and with $12.7B in revenues in 2023 we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future AES is committed to meeting the Paris Agreements goals by 2050. Our innovative solutions such as 24/7 carbon-free energy for data centers are setting the pace for rapid global decarbonization.

If youre ready to be part of a company thats not just adapting to change but driving it AES is the place for you. Were not just building a cleaner more sustainable future - were powering it. Apply now and energize your career with a true leader in the global energy transformation.

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 teams performance aligns with the companys goals and values.

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.

Experience (Required)

• Minimum of 3 years experience in a customer service role with at least 1 year of proven experience leading and managing teams.

• 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.

Preferred Education Skills and Experience

• Bachelors degree in Communications Business Management Human Resources or a related field from an accredited institution or equivalent applicable with proven experience.

• 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.