Customer Service

hace 2 semanas


San Francisco, Heredia, Costa Rica Equifax A tiempo completo
Lead a Team ranging from agents with responsibility to deliver business KPIs (e.g. SLA, Customer Experience, Quality, Efficiencies, etc).

This role is responsible for all day-to-day efforts to ensure compliance on 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 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 oneonone and coaching meeting routines with direct reports, appropriate use of disciplinary procedures as required, analyze team production metrics to monitor efficiency/productivity and to 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 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 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

  • Advanced spoken and written English Level ( B2 or C1)
  • Minimum Bachelor's degree Diploma
  • Minimum of 1 years of proficiency with Google Sheets/Microsoft Office(Excel)
  • 1 year or more of proven experience as a Supervisor, team lead, or SME

What could set you apart:

  • Training/QA experience
  • Complete literacy in G-Suite knowledge (Sheets, Docs, Slides, Looker)
  • BO experience
  • Accountability
  • Ownership


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