Customer Service

hace 1 semana

Heredia, Costa Rica Equifax A tiempo completo

Lead a Team ranging from 10- 20 agents with responsibility to deliver business KPIs (e.g. SLA, Customer Experience, Quality, Efficiencies, etc). This role is responsible for all day-to-day efforts to ensure compliance on the workload and deliver exceptional results, play a collaborative role in growing and implementing standards and processes, employ prudence and tact in interacting with others, and remain focused on customer and staff retention.

**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**
- Advanced spoken and written English Level ( B2 or C1)
- Minimum Bachelor's degree Diploma
- Minimum of 1 years of proficiency with Google Sheets/Microsoft Office(Excel)
- 1 year or more of proven experience as a Supervisor, team lead, or SME

**What could set you apart**:

- Training/QA experience
- Complete literacy in G-Suite knowledge (Sheets, Docs, Slides, Looker)
- BO experience
- Accountability
- Ownership

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