Team Leader - Customer Contact Center
Core
Leading a team of customer service agents and serving as a liaison between Customer Service teams and other divisions to improve service programs and morale. (via careerplan.io/jobs/R1065102-team-leader-customer-contact-center-at-aes)
Role type
Team Leader (Customer Contact Center)
Builds
Customer service operations and team performance within the contact center
Domain
Energy / Utilities / Customer Service
Required skills
Supervisory/management experience, Microsoft products proficiency, data analysis, regulatory guidelines understanding, team coaching, process alignment
Preferred skills
Union environment experience, CSS technical understanding, quality assurance support, training support
Technologies
Microsoft products, CSS
Responsibilities
Coach and develop employees to maintain or improve work performance, Supervise, evaluate and improve the effectiveness of Customer Services contact center functions, Communicate, implement and interpret customer service policies and procedures, Address corrective action as necessary, Work closely with peer supervisors to ensure improved performance on key performance metrics, Align processes and policies across Customer Service organizations
