Sr. Manager, Customer Care IN

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 (NYSE: AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries , AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work , you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023 , we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.

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 cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.

Leading the Contact Center and Revenue Operations teams to efficiently deliver on our objective to create value in how we service their needs today to become their energy partner of tomorrow. Focused on increasing customer ease and reducing customer effort, success will be measured by customer perceived value and reported satisfaction.

The Senior Manager i s Responsible for organizing and leading teams in Indianapolis and Dayton, providing day-to-day contact, coaching, counseling, advising and teaching to local managers accountable for the frontline teams of totaling 250 employees with annual operating expenses in excess of $20 million.

Responsibilities

- Administers the Customer Services Group in a manner that delivers the highest level of customer service and satisfaction consistent with the organizational strategy and prudent economic policy.

- Creates an omni-channel strategy for customer engagement to increase connectedness and encourage self-service .

- Encourages a channel-of-choice philosophy where customers meet their needs through an adequately diverse portfolio from digital to staff-enabled technologies and platforms.

- Counsels and advises management personnel responsible for formulation and implementation of policies and procedures related to credit and collection activities.

- Continuously improves the quality of service and interaction provided to our customers across channels by assessing, analyzing and operationalizing customer feedback .

- Champions our customers within the organization, representing their voice in strategic decision-making and prioritization.

- Unifies leadership mentality, policies, and procedures across multi-state operations to optimize investments in standardizing operating systems and technologies.

- Drives employee engagement and foster a positive and productive culture through enthusiastic leadership.

- Develops and aligns workforce strategies to address business plans and facilitate organizational change initiatives.

- Contributes to the broader strategy to create value for customers and becoming their energy partner of the future as a member of the Customer Leadership Team.

- Prepares, controls and administers budgets to achieves balanced business results.

Education / Experience (Required)

7-10 years’ experience, with 4 or more in inbound contact center leadership

- Bachelors degree

- Advanced computer skills including Microsoft Products

- Demonstrated ability to solve complex problems and use sound business judgment

- Strong communicator both oral and written with highly developed inter-personal, training and computer skills

- Demonstrated ability to work effectively and cooperatively with others as well as operate with a minimum of supervision

Preferred skills and experience:

- Strong supervisory history; eight years’ experience leading leaders

- Be a student of the burgeoning Customer Experience discipline and encourage customer-first thinking across our organization.

- Extensive Contact Center experience and related technology

- Experience in a regulated utility or other regulated work environment

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.