Shared Services

hace 2 semanas


Heredia, Costa Rica Equifax A tiempo completo

**Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.**

**Shared Services - Front Line Manager Actions**

Lead a Contact Center organization ranging from 50 - 100 agents including but not limited to delivery of business KPIs (e.g. SLA, Customer Experience, Quality, Efficiencies, etc) and organizational metrics such as employee engagement and turnover. 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.

**What you’ll do**:

- 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%

**What experience you need**:

- Bachelor's degree or in progress (Business Administration, Finance or related field)
- 3 - 4 years of experience leading an operations team (leading supervisors/managers)
- English Proficiency (B2+ BELT level)
- 5+ years of previous experience working for BPO Business

**What could set you apart**:

- Experience with Workday - plus
- Ability to work in a fast-paced environment that promotes teamwork and meets deadlines
- Organized, professional demeanor with excellent attention to detail and accuracy
- Demonstrated ability to analyze issues, determine appropriate solutions, and resolve sensitive problems.
- Ability to be accurate, and resolve internal inquiries in a timely, friendly manner.
- Knowledge and proficiency in case management tools and Excel required

We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks.

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.



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