Posted:
10/10/2024, 4:35:56 AM
Location(s):
Indiana, United States
Experience Level(s):
Junior ⋅ Mid Level
Field(s):
Customer Success & Support
Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's 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 you're 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 Agreement's 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 you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.
Position Summary
Under general supervision, is responsible for leading a team of 20+ contact center agents. Serves as a liaison between Customers Services team and other divisions, departments and organizations on matters related to customer service programs. Works to develop a team concept in each work area and develops ways to improve morale. Enforces and follows all applicable safety policies, practices and procedures. Performs any and all other duties, tasks and responsibilities which may be assigned.
Entry Level Qualifications
Must meet the Company’s requirements for General Qualifications in addition to the following qualifications:
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.
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.
Able to 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 regulatory guidelines and how those relate to our business.
Experience working in a union environment is desirable, not mandatory.
Fully Qualified Qualifications
Experience working with SAP CSM
Powered Up Customer Service trained
Knowledge of Genesys contact center software
Performance Expectations
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 develops ways to improve employee morale.
Align processes and policies across both CS organizations when possible.
Ensures Customer Service contact center functions are operating according to required regulations.
Work parallel to 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 peer(s) at other AES companies to ensure consistency of practices when applicable.
This job description attempts to give examples of tasks associated with the job; however, the listings are not all inclusive.
Website: https://aes.com/
Headquarter Location: Virginia Beach, Virginia, United States
Employee Count: 10001+
Year Founded: 1981
IPO Status: Public
Last Funding Type: Post-IPO Debt
Industries: Energy ⋅ Energy Efficiency ⋅ Renewable Energy