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Director, Contact Center Operations

  • St. Louis, United States of America
  • Customer Care
  • Full time
  • J00129537

Equifax Workforce Solution is hiring a Director Contact Center Operations  in Earth City, MO. This Director will be responsible for leading the contact center operations and support functions, to include Workforce Management (WFM), Quality Management, Project/Change Management, Analytics, and Process Improvement.  

This position directs the Workforce Management/Optimization (WFM) team, consisting of both strategic and real-time/intraday WFM analysts.  Leads the team in analyzing and forecasting interaction volume demands across multiple channels, voice, email, chat, case management, etc. Guides the Workforce Management staff to ensure effective scheduling of sufficiently skilled staff to meet service level targets, while balancing expenses. Collaborates with leadership to design effective shift management processes, time off policies, etc. Identifies and makes recommendations for call routing anomalies/optimization.  Monitors contact center, pipeline, and financial performance and identifies opportunities to improve. Forecasts training and recruiting needs. Serves as central liaison between contact center locations and BPO/vendor partners.  

This role also leads the Quality Management function, consisting of Quality Assurance Analysts, Leads and Manager.  The Quality team monitors and evaluates contact center interactions, calls, e-mails, chats, etc. to ensure a positive customer experience.  The director will provide strategic oversight for the quality function, including feedback loops, calibration, coaching and training opportunities, etc.  This role collaborates with contact center leaders to drive positive improvements in the agent and customer experience.      

This role will lead the Project Management/Change Management, Analytics and Process Improvement personnel and related activities.  Direct business analytics functions in the design of automated metric scorecards, dashboards, and reporting.  Analyzes real time and historical contact center performance and identifies opportunities to improve processes, performance, service levels, and customer responsiveness.  Leads the Project Management functions and the Process Improvement/Change Management activities.  Helps drive change and processes that impact the workforce positively and works with leadership to ensure communication and adoption of initiatives and technology.  

Lastly, this role serves as telephony and technology liaison. Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.  This person will take a lead role in contact center technology, infrastructure, business process optimization analysis, decisions, and deployments.  

What experience you need:

  • Bachelor's Degree, or a combination of work experience and education.

  • 8+ years of relevant experience, including experience in contact center operations, support and workforce planning.

  • 8+ years in a leadership position, coaching and motivating a team.

What could set you apart:

  • Technical literacy and competencies across numerous platforms (WFM, QA, Analytics, Google Suite, Business Objects, SharePoint, etc.) 

  • Knowledge of process improvement methodologies and Lean/Six Sigma

  • Demonstrated success identifying, recruiting, developing, and retaining top talent

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

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