Customer Service Team Lead
hace 1 semana
As a Senior Customer Experience Manager at Equifax, you will lead a team of 10-20 agents, responsible for delivering business KPIs such as SLA, Customer Experience, Quality, and Efficiencies. This role requires day-to-day efforts to ensure compliance with workload and deliver exceptional results, playing a collaborative role in growing and implementing standards and processes.
**Key Responsibilities:**
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.
**What You'll Do:**
• Maintain one-on-one and coaching meeting routines with direct reports, using appropriate disciplinary procedures as needed, and analyze team production metrics to monitor efficiency/productivity and identify proactive opportunities for improvement/development.
• Motivate, encourage, support, and inspire the team to surpass their potential, create a sense of ownership within employees, and model company policies and values by ensuring compliance with company procedures and policies.
• Contribute and resolve complex tasks, requests, escalations, and issues accurately and in a timely manner to offer optimal solutions, responding to on-demand requests from the Business Owner.
**Requirements:**
• Advanced spoken and written English Level (B2 or C1)
• Minimum Bachelor's degree Diploma
• Minimum of 1 year of proficiency with Google Sheets/Microsoft Office (Excel)
• 1 year or more of proven experience as a Supervisor, Team Lead, or SME
**What Sets You Apart:**
Training/QA experience, complete literacy in G-Suite knowledge (Sheets, Docs, Slides, Looker), BO experience, accountability, and ownership.
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