Full Job Description
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
• The role demands a 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.
