Customer Support Lead

hace 2 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo

At Experian, we are a global leader in providing information and analytical services to organizations and consumers. Our mission is to unlock the power of data to create opportunities for consumers, businesses, and society.

We empower individuals to take financial control and access financial services, while helping businesses make smarter decisions and thrive. Our team of 21,700 people in 30 countries believe in the possibilities for you and our world.

The key responsibilities of this role include leading and managing a team of remote customer support associates. You will provide necessary direction to team members to ensure timely and satisfactory customer inquiries.

Key Responsibilities:

  • Lead and manage a team of remote customer support associates
  • Give direction to team members to ensure customer inquiries are attended to on time
  • Set KPIs for the customer support team and track performance
  • Monitor daily workloads and adjust coverage as needed
  • Identify system and workflow improvements to enhance team efficiency

Requirements:

  • Minimum 4 years of experience in leading a customer support team (Call Center)
  • Prior experience in a Collections/Billing environment is preferred
  • English: B2+ or C1 (Advanced English level)
  • Ability to perform data-driven analysis in Excel with minimal guidance
  • Proficient in setting and maintaining KPIs


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