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Contact Center Supervisor

Customer Service Rich Text

The Business Service Center Supervisor manages leads and customer service agents who assist external verifiers and internal clients with complex questions/problems regarding multiple Verification products and services. S/he partners with other departments, coaches the team, analyzes performance, and utilizes analytics and technology to drive operational excellence.

This position is 100% onsite.

Who is Equifax?  

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

The perks of being an Equifax employee?

We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, 401k matching, paid time off, and organizational growth potential. Grow at your own pace through online courses at Learning @ Equifax.

What You’ll Do

  • Manages activities of leads and employees to ensure the teams are functioning effectively and

  • efficiently to meet verifier needs and operational goals.

  • Contributes to team’s process improvement efforts and implements changes in a positive way.

  • Incorporates client feedback into efforts.

  • Develops partnerships with other internal groups and business units to improve speed and

  • quality of issue resolution and to recommend product improvements.

  • Produces and analyzes statistical reports to monitor teams’ performance; also monitors service-

  • related trends to share with Business Units, Product Management, Vertical leads.

  • Participates in projects, including budget process, as assigned. Serves as an ambassador for the team in internal/external meetings, site visits, etc.

  • Routinely provides coaching feedback to all individuals on the team with a focus on

  • performance, development, and engagement.

Qualifications

  • A customer-first and continuous improvement mindset

  • An eagerness to learn and quick adaptability to change

  • Experience as a team lead or supervisor in a call center environment.

  • Working knowledge of CRM tools.

  • Familiarity with ticketing software.

What Will Set You Apart

  • Bachelor’s degree

  • Familiarity with Genesys and Salesforce technologies (or the ability to learn quickly).

  • Physical Requirements or Environmental Factors (if applicable):

  • Position is largely sedentary requiring a significant amount of keyboarding.

  • Success attributes of an Equifax employee; does this describe you?

  • Accountability

  • Bravery

  • Curiosity

  • Collaboration

  • Think and act differently

  • Trust

  • Ownership

  • Decide-Execute-Ship

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

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#LI-Onsite

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

Working at Equifax

We believe in a growth mindset. At Equifax, this includes providing our employees opportunities to perform at their best and learn new skills along the way to inspire and build fulfilling careers.

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