Manager, Customer Service

The Manager, Customer Service role at AES Ohio requires a candidate with a strong background in customer service leadership and management skills. This position emphasizes developing leadership, aligning policies, and ensuring operational effectiveness within the Customer Service Center.

PREFERRED REQUIREMENTS

Twobased bachelor’s degree in business management, Communications, Human Resources or related field from an accredited college or university, six years of supervisory experience. Key responsibilities include coaching leaders, managing contact center functions, ensuring regulatory compliance, and fostering a positive union relationship. Effective communication, leadership, and experience in a union environment. Must have strong computer skills with at least four (4) year’s experience using Microsoft products and other software/systems. Previous experience dealing with sensitive and/or confidential information. Ability to work independently, prioritize work and meet deadlines for self and team.

PREFERRED SKILLS

Experience leading people who are responsible for leading people. 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. Demonstrated effective change leadership. Experience working in a union environment.

PRIMARY RESPONSIBILITIES

Coach and develop leaders to cultivate employees, including improving work performance, career development, etc. Ensures all employees receive effective, consistent coaching sessions from their leader. Manage, evaluate and improve the effectiveness of Customer Services contact center functions. Communicate, implement and interpret Customer Services policies and procedures. Creates a culture that embodies our values: Safety First, Highest Standards, All Together. Align processes, policies across both Customer Services organizations when possible. Ensures Customer Services contact center functions are operating according to required regulations. Work parallel to the other managers to ensure improved performance on key performance metrics. Creates, reviews and adheres to applicable financial targets and budget(s). Works with the local union as necessary and cultivates a healthy, productive union/leadership relationship. Work closely with peer(s) at other AES companies to ensure consistency of practices when applicable. Performs any and all other duties, tasks and responsibilities which may be assigned. AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. #J-18808-Ljbffr AES Corporation