Team Leader, Customer Service

Join The AES Corporation

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, the largest US-based global power company with a team of 8,300 employees across 12 countries. AES has been ranked #1 by BloombergNEF in renewable energy sales to corporations in the US and Americas for five consecutive years, providing electricity for millions of people worldwide. We are proud to foster a strong workplace culture, earning prominent positions in Great Place to Work rankings across the markets where we operate. AES was also named one of the World's Most Ethical Companies for the 13th consecutive year in 2026, highlighting our dedication to integrity, transparency, and responsible business practices.

Our spirit of innovation continues to earn industry recognition. AES is the only seven-time winner of the Edison Electric Institute's Edison Awards in the twenty-first century, a distinction honoring global leadership in advancing the electric power industry. 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 more sustainable future, we're powering it. Apply now and energize your career with a true leader in global energy.

Position Summary

Under general supervision, is responsible for leading a team of 20+ contact center agents in a utility setting. Serves as a liaison between Customers Services teams for Indiana and Ohio, other divisions, departments and organizations on matters related to customer service programs. Works to develop a team concept in each work area and develop ways to improve morale. Enforces and follows all applicable safety policies, practices and procedures. Perform all other duties, tasks and responsibilities which may be assigned.

Basic 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 among other software and tools.
• 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.
• 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 utility regulatory guidelines and how those relate to our business.
• Experience working in a union environment is desirable, not mandatory.

Preferred Skills

• Experience working with SAP CSM
• Powered Up Customer Service trained
• Spanish language Skills
• Knowledge of Genesys contact center software

Primary Responsibilities

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 develop ways to improve employee morale.
• Align processes and policies across both Customer Service organizations when possible.
• Ensure Customer Service contact center functions are operating according to required regulations.
• Work parallel with 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 peers at other AES companies to ensure consistency of practices when applicable.

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.