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CAN Product Fulfillment Supervisor

  • Heredia, Costa Rica
  • Operations
  • Full time
  • J00138423

Lead a Team ranging from 10- 20 agents with responsibility to deliver business KPIs (e.g. SLA, Customer Experience, Quality, Efficiencies, etc). This role is responsible for all day-to-day efforts to ensure compliance on the workload and deliver exceptional results, play a collaborative role in growing and implementing standards and processes, employ prudence and tact in interacting with others, and remain focused on customer and staff retention.


 

What you’ll do

  • Manage and monitor ongoing team performance through adherence to Equifax requirements and policies, document and organize team productivity against established standards. Complete regular management reports, as required.

  • Maintain one-on-one and coaching meeting routines  with direct reports, appropriate use of disciplinary procedures as required,  analyze team production metrics to monitor efficiency/productivity and to identify proactive opportunities for improvement/development.

  • Motivate, encourage, support and inspire the team to surpass their potential, create a sense of ownership within the employees and model company policies and values by ensuring compliance with company’s procedures and policies.

  • Contribute and resolve complex tasks, requests, escalations and issues accurately in a timely manner to offer optimal solutions. Respond accurately and timely the on demand request from the Business Owner

  • Partner with key resources in the Business Units, Center of Excellence and Shared Services Center to identify potential process improvement initiatives.


 

What experience you need 

  • 1 year experience as a Backup Supervisor or SME.

  • B2 or C1 English level.

  • Bachelor's degree Diploma.

  • 1 year experience with Google Suite and Microsoft Office (Word and Excel)

What could set you apart

  • Leadership experience or background leading or supporting team performance

  • Knowledge of coaching techniques, outbound calls and escalations techniques, communication skills, time management, customer centricity culture and process improvement

  • KPIs knowledge and understanding (for Call Center and BackOffice)

  • knowledge of tools including but not limited to Spotfire, Genesys, Time Tracker, Workflow and Tablea u.


 

We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative work spaces, free transportation and parking, subsidized cafeteria, solidarity association 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 our EEO 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).

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