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Sr. Contact Center Operations Manager

  • West Des Moines, United States of America
  • Operations
  • Full time
  • J00130375

The Sr. Contact Center Operations Manager is responsible for client satisfaction and the quality of the service delivered by their team. They manage the daily workload of a team of fulfillment associates and resolve day-to-day issues. The individual is responsible for leadership, motivation, training, and mentoring of their team. The main job responsibilities include but are not limited to effective management of their direct reports, client account management and ability to effectively communicate and collaborate with all levels of an organization.

What you'll do

  • Support account management and client needs by various levels of interaction including conference calls, emails, visits, presentations, and investigative reporting/issue resolution to ensure client retention/satisfaction. Individuals in this position must be able to exchange accurate information in these situations.

  • Instructs, guides and counsels to advance training, ideas and knowledge of their direct reports to influence performance to meet company goals and metrics. Including daily, weekly, monthly and annual performance evaluations.

  • Develop, implement, and maintain process improvement initiatives as related to system and employee development through the monitoring/streamlining of current operating procedures

What experience you'll need

  • Associates degree and/or 2 to 5 years Customer Service/Contact Center supervisor experience required. Applicants who have or are seeking higher level degrees or professional certifications preferred.

What could set you apart

  • Industry knowledge of the mortgage, pre-employment screening, and/or social services processes preferred.

  • Experience working with Microsoft Excel and other Microsoft applications and G-Suite with the ability to learn/understand internal verifications technology and systems.

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
If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. 

Equifax participates in E-Verify and Right to Work (English and Spanish).