Team Leader - Customer Contact Center

AES

US, OH

Full Time

Posted September 30, 2026

$48k - $67k· Est.

Power Generation

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Listing evidence and provenance

Source: workday View original listing
Freshness: Open in the current public read path; this is not an employer guarantee.Last observed October 3, 2026
Classification: Modern power-system classification not yet published for this listing.Legacy source industry field: Power Generation
Pay provenance: Estimated benchmark; not employer-provided

Job Description

The Contact Center Team Leader is responsible for leading a team agents and serves as a liaison between Customers Service teams within AES Ohio and other divisions, departments and organizations on matters related to customer service programs.

Key Responsibilities

Coach and develop employees to maintain or improve work performance, career development, etc.
Ensures all employees receive effective, consistent coaching sessions.
Supervise, evaluate and improve the effectiveness 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, 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.

Requirements

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