Global Consumer Care
hace 1 semana
Lead a Team ranging from 10- 20 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 one-on-one 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**:
- High School degree Diploma
- English proficiency, level B2 or C1 (verbal and written)
- Previous experience as a Supervisor, SME or Backup supervisor, floor support or Tier 3 agent
- GCC -GCS cross-trained
**What could set you apart**:
- Previous experience in Training or Quality Departments
- Knowledge of coaching techniques, outbound calls and escalations techniques, communication skills, time management, customer centricity culture and process improvement
- KPIs knowledge and understanding (for Call Center and BackOffice)
- knowledge of tools including but not limited to Spotfire, Genesys, Time Tracker, Workflow and Tableau.
- Demonstrated ability to analyze issues, determine appropriate solutions and resolve sensitive problems.
We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative work spaces, 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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