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Call Center Supervisor

Customer Service Rich Text

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

The Insights Customer First Center Supervisor will develop a work environment that reflects a place of positivity and well-being of our frontline staff population. Our supervisor team will lead frontline teams to reach service levels through employee engagement and recognition activities, collaboration with specialty teams (Escalation Specialist team, Process Improvement team, and Leadership team) to develop a community positioned to meet CFC’s Key Performance Indicators.

What you’ll do

  • Manage activities of frontline team members to ensure team is functioning effectively and efficiently to meet caller needs and operational goals

  • Coach team members with routine feedback focusing on performance, professional development, engagement, and recognition

  • Manage coverage including attendance and real time overtime accordingly

  • Analyze statistical reports to monitor teams’ performance; also monitor service-related trends to share with leadership, peers, and CFC Specialty teams

  • Contribute to team's process improvement efforts and implements changes in a positive way incorporating caller feedback and QA outcomes into efforts for meaningful guidance

  • Develop partnerships with other internal groups and business units to improve speed and quality of issue resolution and to recommend product improvements • Participate in projects, including change management activities, as assigned including serving as an ambassador for the team in internal/external meetings, site visits, etc.

  • Take appropriate action toward resolving concerns regarding external and internal customer service deficiencies as they occur to minimize the impact on customer service outcomes

  • Maintaining consistent communication with peers and leaders to generate a cohesive network in preparation of positive change characteristics and skills

  • Successful performance management (Coaching, Performance Evaluations, Recognition, Training)

  • Knowledge and adherence to corporate and departmental compliance policy and procedures

  • Some travel may be involved for training and customer-facing issues

What experience you need 

  • Associate’s Degree or equivalent work experience 

  • 2+ years of work experience showing increased responsibilities or participation in the call center community 

What could set you apart

  • Ability to inspire and support team members

  • Strong Time Management

  • Exceptional decision-making

  • Capability to maintain professionalism under stressful situations

  • Sharp analytical/problem solving skills

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.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. 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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Travailler chez Equifax 

Nous croyons en une mentalité de croissance. Chez Equifax, cela comprend offrir à nos employés des occasions de donner le meilleur d’eux-mêmes et d’acquérir de nouvelles compétences en cours de route pour inspirer et bâtir des carrières épanouissantes.

 

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