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Director, Customer Service Contact Center

  • St. Louis, United States of America
  • Customer Care
  • Full time
  • J00129409

Equifax Workforce Solutions (EWS) is hiring a Director, Customer Service Contact Center  in Earth City, MO. The Director will lead a team of supervisors and managers whose teams respond to inquiries about verification services and systems. This includes direct support for the E-commerce channel along with other technical assistance. S/he is accountable for the team's overall performance and results. S/he partners with internal stakeholders to support the business strategy, leverages operational/customer service best practices to drive transformation, and utilizes data/analytics to make business decisions.

What you'll do:

  • Direct operational initiatives and process improvements for the team; obtain buy-in, develop plans, coordinate resources, measure progress, and communicate results.

  • Ensure team's role is understood; build solid working relationships by regularly communicating with business units, adjacent teams, and third parties.

  • Deliver operational excellence through the achievement of  KPIs/SLAs and a data-driven approach to solving complex problems

  • Assist in driving strategic transformation leveraging customer service best practices/trends related to technology, automation, and analytics

  • Mentor and develop a high performing team; assist in building a culture of inclusivity, diversity, and engagement that support the company's goals and initiatives

  • Ensure budget and business plan goals are met; effectively communicate reasons for forecast changes and/or variances.

  • Gather and analyze voice of customer and related data; work with team members to continuously improve the customer experience.

  • Cultivate cross-functional relationships to boost understanding of business challenges and to be aware of talent development opportunities for self and team.

  • Ensure consistent delivery against security and compliance priorities relating to regulatory necessities and internal policies

What experience you need:

  • Bachelor's degree, or equivalent combination of education and experience.

  • Minimum of 10 years experience with at least 5 years experience in a people-leading role, preferably in a call center, customer service, or other demanging, high-growth environment.

What could set you apart:

  • Advanced computer skills, particularly the Google Suite or MS Office suite

  • Third Party / Vendor management operations experience strongly preferred

  • Technical experience with Workforce planning, CRM platform (Salesforce), Telephony (Genesys/InContact)

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.

Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

For US Applicants

If you'd like more information on your EEO rights under the law, please view ourEEO Policy StatementEEO is the Law Declarations, and Nondiscrimination Provision
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