Customer Service Supervisor
hace 2 semanas
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.
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.
- 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 2 years of proficiency with Google Sheets/Microsoft Office(Excel)
- 6 months + 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)
- Sales experience
- Accountability
- Ownership
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.
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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