Breach Readiness Operations Specialist
hace 22 horas
At Experian, we're unlocking the power of data to create more opportunities for consumers, businesses and society.
We're thrilled to share that FORTUNE has named us one of the 100 Best Companies to work for. For five years running, Forbes Magazine has also recognized us as one of the 100 World's Most Innovative Companies.
The role of a Support Readiness Coordinator is crucial in executing client commitments related to Call-Center and overall Incident Response Campaign Customer Support.
This position involves overseeing campaign implementation by managing project plans, coordinating activity across departments, and monitoring risks, issues, and action items.
A successful candidate will thrive in an ever-changing, fast-growing environment with extensive contact center operational knowledge, a proactive personality, ability to make smart decisions, and willingness to manage deliverables across teams and priorities.
Key Responsibilities:
- Ensure all Call-Center Customer Support materials are delivered on time and error-free
- Respond to urgent customer support events and deadlines with a level head, establish a high level of organization to keep all parties focused and coordinated
- Daily collaboration with Business Operations, Client Engagement Managers, and other internal teams during implementation of breach response
- Document and collaborate on best practices to respond to client needs and implementing client breach responses
- Support Client Services as needed to deliver services within the Reserved Response program with quality, accuracy, and high customer satisfaction
Required Skills and Qualifications:
- Strong call center and customer focus
- Professional demeanor, business maturity, and confidence to present to top-ranked attorneys and C-level executives
- Ability to make decisions and provide clear direction
- Problem-solving, decision-making, follow-through, and resolution
- Strong communication skills, both verbal and written
- Managing and improving processes
- Ability to work cross-functionally to drive business results across multiple organizations
- Familiarity with web technologies and Salesforce
- Proficient in MS Office, MS Excel, and MS Outlook
Work Environment:
This role operates in a dynamic call center environment with the possibility of classroom settings.
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