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Operations Supervisor

Customer Service Rich Text

Lead a Team ranging from 10- 20 agents with the responsibility to deliver business KPIs (e.g. SLA, Customer Experience, Quality, Efficiency, etc). This role is responsible for all day-to-day efforts to ensure compliance with 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 the 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 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 the 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 to 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

  • Minimum B2 English

  • High School Diploma

  • At least 1 year of experience as a Shared Service Center Supervisor or Team Lead

What could set you apart

  • Leadership experience or background leading or supporting team performance

  • Previous experience in Training or Quality Departments

  • Demonstrated ability to analyze issues, determine appropriate solutions, and resolve sensitive problems.

We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, 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.

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