At AES, we raise the quality of life around the world by changing the way energy works. Everyone makes an impact every day in our small, global teams. Apply here to start an extraordinary career today.
This a remote work position
Monitor queue activities and agent real time adherence including AHT and status.
Correctly skill phone agents and ensure queue coverage.
Monitor schedules and attendance ensuring after hours coverage.
Create and/or revise service level action plans in order to meet SL goals.
Monitor attendance lines and attendance line voice mail boxes.
Update and distribute attendance reports.
Update PT hours tracking to ensure agents do not exceed 1,000 hours allowed.
Monitor opportunities to reduce OT or part time hours.
Identify best practices and implement across both Customer Care Centers.
Support implementation of new software or updates as needed.
Ability to work independently, prioritize work and meet deadlines.
Experience with Workforce Management software.
Well organized and detail oriented.
Excellent verbal and written communication skills.
Must have strong computer skills with at least (2) years’ experience using Microsoft products**.**
Previous experience dealing with sensitive and/or confidential information.
Must be able to quickly adapt to changing business needs.
Able to analyze data and make recommendations for improvement.
Previous experience with Genesys IC Business Manager.
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.
Safety comes first at AES. To protect the health and safety of our people, customers, communities and partners, and to provide and maintain a workplace that is free of known hazards, AES requires all newly-hired people or current AES people applying for U.S.-based role(s), to be fully vaccinated against COVID-19 or be willing to be fully vaccinated against COVID-19 by their date of hire. Except where prohibited by law or not specifically covered in a collective bargaining agreement, new hires and transfers will be required to provide proof of vaccination during onboarding and periodically thereafter. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.
The world no longer thinks of energy as a matter of supply and demand. Now it’s a space for innovation and partnership. With this transformation comes a responsibility to work with a smarter approach, new thinking informed by past experiences, and with stronger collaboration between regulators and innovators, old systems and new technologies.
At AES, we partner with our organizations ...