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
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Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.
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Quality & Predictability: Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.
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Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.
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Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.
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Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.
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Process Adherence: Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.
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Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.
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Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.
What Experience You Need
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Front-Line Leadership: 2–4 years of experience as a team lead or supervisor in a contact center, customer support, or technical onboarding environment.
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Education: Associate’s or Bachelor’s degree in Business, Systems, or related field (or equivalent hands-on experience).
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Technical & Queue Familiarity: Practical experience working with CRM/ticketing platforms, telephony software, and data management systems.
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Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor team, and deliver constructive performance feedback.
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Problem-Solving Skills: Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly.
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AI Adoption : Proficiency in leveraging AI tools, machine learning applications, and automation to streamline workflows and enhance productivity.
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Communication Skills: Excellent verbal and written communication skills in both
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English and Spanish to interact with US counterparts and local teams effectively.
What could set you apart
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Process Improvement Skills: Experience with methodologies like Lean Six Sigma or Agile to actively improve workflows, rather than just managing them.
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Advanced Systems Knowledge: Power-user experience or certifications with major CRM, ticketing, and workforce management platforms (e.g., Salesforce, Zendesk, Genesys).
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Data & Analytics: The ability to build custom reports (using Advanced Excel, Tableau, etc.) to track queue performance, forecast volume, and spot bottlenecks.
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B2B Tech Experience: A background specifically managing complex technical onboarding or SaaS software implementations.
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Change Management: A proven track record of guiding teams through rapid growth, system migrations, or building new processes from scratch.
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.
