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 T3 BackOffice Supervisor is responsible for leading the team of senior agents who support Equifax consumers. This role includes maximizing team performance to meet business goals, cultivating and building team culture, providing one on one coaching, team growth & development, and supporting the Consumer experience strategy. The Supervisor is a champion and advocate both for the consumer and for their team and plays an essential role in ensuring a best in class customer experience in support of our goal to be the most consumer-friendly credit reporting agency (CRA). This role is responsible for diagnosing systemic operational issues, performing complex data adjustments, maintaining core administrative workflows, and liaising between front-line teams, cross-functional engineering, finance, or compliance departments. This position is in office Monday - Friday.
What you’ll do
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Team Leadership & Development: Supervise, mentor, and coach Tier 3 specialists; perform regular quality audits, 1:1 check-ins, and performance evaluations to drive continuous skill development. Work closely with Workforce Management on staffing, scheduling, and shift coverage
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Escalation & Queue Management: Oversee complex back-office queues to ensure strict adherence to SLAs, accurate case resolution, and efficient workflow prioritization.
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Process Improvement & Root Cause Analysis: Identify operational bottlenecks, systemic issues, and recurring failure points; partner with cross-functional teams to implement long-term technical or procedural fixes.
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Cross-Functional Collaboration: Act as the primary liaison between Tier 1 back-office teams, engineering, product management, and external vendors for high-impact issue resolution. Assist with Special Projects as they arise in collaboration with IT, and other departments.
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Compliance & Data Integrity: Ensure all team actions strictly comply with corporate policies, regulatory standards, and security protocols.
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Reporting & Metrics: Track key performance indicators (KPIs)—including resolution time, error rates, and volume trends—and report insights to operations leadership.
What experience you need
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Education: Bachelor’s degree in Business Administration, Information Technology, Operations Management, or equivalent experience.
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Experience: 3–5+ years in back-office operations, technical support, or complex customer operations, with at least 1–2 years in a supervisory or lead capacity.
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Technical Skills: Proficiency with enterprise ticketing platforms (e.g., Salesforce, Jira, ServiceNow), reporting tools, data analysis, and technical troubleshooting workflows.
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Soft Skills: Strong analytical problem-solving skills, exceptional communication, conflict resolution, and the ability to thrive under pressure in a fast-paced environment.
What could set you apart:
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Proven Supervisory & Sales Context: Having prior experience leading or supervising teams within contact center or customer service environments, combined with background experience in a sales environment, sets a strong foundation for operational leadership.
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Advanced Technical & Root Cause Analysis: Moving beyond simple queue management by performing root-cause analysis on systemic failure points, identifying operational bottlenecks, and collaborating with engineering or product teams to build permanent technical fixes.
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Data-Driven SLA Optimization: Demonstrating a track record of using workforce management data and KPI analytics—such as resolution time, volume trends, and error rates—to optimize shift coverage, clear backlogs, and consistently exceed strict SLAs.
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Strategic Cross-Functional Leadership: Acting as a bridge between Tier 1 back-office teams, IT, product management, and external vendors to drive high-impact special projects and cross-departmental initiatives.
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Quality & Coaching Excellence: Establishing rigorous quality audit frameworks and structured 1:1 coaching routines that measurably upskill Tier 3 specialists and improve overall team data integrity and compliance.
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!
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.
