Operations Manager Lead
hace 5 días
**About Equifax**
We are a company that empowers our employees to achieve their true potential and make a meaningful impact. If you want to chart new paths, develop new skills, collaborate with bright minds, and lead a Contact Center organization ranging from 50 - 100 agents, we want to hear from you.
This role is responsible for constantly analyzing data and proposing new ideas to generate Continuous Improvement and participate in the Transformation moment that Equifax is living.
Main Responsibilities:
- Manage ongoing team performance through adherence to Equifax requirements, documenting team productivity against established standards, holding routine one-on-one meetings with direct reports, and appropriate use of disciplinary procedures, as required.
- Analyze team/Function production metrics to monitor efficiency/productivity and to identify proactive opportunities for improvement/development.
- Manage relationships with Stakeholders and establish communication tools for ongoing correspondence with client teams Review and supply input regarding changes to client-specific standard operating procedures (SOPs) and guidelines.
- Complete regular management reports, as required, summarizing production activities and trends, service level standards (and issues/opportunities, as appropriate), and budget considerations.
- Partner with internal and external cross-functional teams to proactively align operations initiatives with the efforts of all functional groups.
- Recommend and implement process improvements that enhance service levels and team performance.
- Lead and/or complete projects as agreed to with management.
- Partner with key resources in the Business Units, Center of Excellence, and Shared Services Center to identify and implement potential process improvement initiatives.
- Manage the team's budget with an accuracy of +/- 5%
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