Customer Support

Company Description
**Experian® is a global leader in providing information, analytical and marketing services to organizations and consumers to help manage the risk and reward of commercial and financial decisions.**

Experian unlocks the power of data to create opportunities for consumers, businesses and society. At life’s big moments - from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers - we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity.

We gather, analyze and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime.

For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish - and we’re not done.

Our 21,700 people in 30 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.

**Job Description**:
The key responsibilities, and functions of the role include:

- Lead and manage a team of remote customer support associates.
- Give all necessary direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
- Set KPIs for the customer support team and track KPIs and provide feedback to team members whenever necessary.
- Monitors the daily workloads of team members and adjusts to ensure adequate coverage and that correct procedures are followed.
- Identify system and workflow improvements to enhance the team’s efficiency.
- Responsible for performing quality evaluations per agent. (5 calls per month)

**Qualifications**:
We are seeking a highly motivated, client-focused leader with a positive attitude and high-level communication skills. In addition to the following:

- Minimum of 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 mínimal guidance.
- Proficient in setting and maintaining KPIs.
- Positive attitude and a willingness to learn and grow in the position.
- Ability to be resourceful and responsive.
- Ability to work efficiently and distraction-free in a home office environment.
- Proficient in MS Office suite.
- Experience working with CRM and Oracle ERP (preferred).

Additional Information

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

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Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here
- Experian is proud to be an Equal Opportunity and Affirmative Action employer_. _We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish - and we’re not done.

We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. See our DEI work in action

The power of YOU. We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment.

Find out what is like to work for Experian and discover the Unexpected