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.