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.
What you’ll do
- Supervise and coach a team of call center agents, providing real-time feedback and support to enhance their performance and customer interaction skills, ultimately achieving target metrics for key performance indicators (KPIs) like Average Handle Time (AHT) Quality Assurance (QA) and Customer Satisfaction (CSAT).
- Manages activities of leads and employees to ensure the teams are functioning effectively to meet consumer/clients’ needs and operational initiative targets. Develop/communicate processes and policies. Creates tactical short and long-term goals that support the team’s vision and strategy. Responds promptly to escalations (Approx. 60%)
- Contributes to the team's process improvement efforts and implements changes in a positive way. Incorporates client feedback into efforts. (Approx. 10%)
- Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements. (Approx. 10%)
- Produces and analyzes statistical reports to monitor teams’ performance; also monitors service-related trends to share with Business Units, Product Management, Vertical leads (Approx. 10%)
- Participates in projects, including budget process, as assigned. Serves as an ambassador for the team in internal/external meetings, site visits, etc. (Approx. 10%)
- Minimum 1 year in the current position
- Minimum B2+ English
- No disciplinary actions within the last 3 months and not being part of a PIP
- Advanced G-suite knowledge
- Leadership experience or background leading or supporting team performance (Both Voice and Backoffice).
- At least 1 year of experience leading a team, preferably in a call center or customer service environment.
- At least 1 year of experience managing expected behaviors and outcomes (versus "just the numbers")Ability to learn Contact Center and Equifax applications. Working knowledge of CRM tools.
- Familiarity with ticketing software
- Bachelor's Degree Diploma or ongoing business administration (or related) studies
- Previous experience in Training or Quality Departments.
- Demonstrated ability to analyze issues, determine appropriate solutions and resolve sensitive problems.
- Previous experience as a Backup Supervisor or SME
- Scrum Master or Project Management related certificates.
- Business to Business product knowledge or previous experiences.
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.
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!
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.
