Operations Supervisor

hace 2 semanas

San Francisco, Heredia, Costa Rica Equifax A tiempo completo

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.
**We are looking for a Product Fulfillment Senior agent, someone who is results driven, with high adaptability to changes, quick learner and strong interpersonal skill.
This person will be responsible but not limited to comply with the consumer's requests in the delivery of quality best results through inbound calls and back office tasks, assure on-time project completion and superior client care.
All actions looking at goals fulfillment through a self-sufficient approach always looking for problem solving, with capabilities of recognizing process gaps in order to raise the flag when required.
**

**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**:

- Fluent French and English language skills both written and spoken (B2).
- Basic knowledge (25 %) of G-suite programs (Sheets,Docs,Slides,etc)
- Experience in Management positions (At least 1 year)

**What could set you apart**:

- Certified in any process improvement methodology or proven experience in such field
- Leadership experience or background leading or supporting team performance
- Previous experience in Training or Quality Departments
- Previous experience as a Backup Supervisor or SME
- 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 workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks.
Equifax is an Equal Opportunity Employer.
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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