Job Information
Equifax, Inc. Call Center Supervisor - J00158857 in St. Louis, Missouri
Equifax is looking for a Call Center Supervisor to join our team! The Call Center Supervisor manages the leads and employees who assist external consumers and internal clients with complex questions/problems regarding multiple Employee Service products and services. S/he educates consumers about the teams, partners with other departments to ensure escalated issues are addressed and processes are followed and reports on the teams' performances. This is an onsite position located in St. Louis, MO.
*What you'll do* *:*
- Manages activities of leads and employees to insure the teams are functioning effectively to meet consumer/clients' needs and operational initiative targets. Develop/communicates processes and policies. Creates tactical short and long-term goals that support the team's vision and strategy. Responds promptly to escalations (Approx. 60%)
- Contributes to team's process improvement efforts and implements changes in a positive way. Incorporates client feedback into efforts. (Approx. 10%)
- Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements. (Approx. 10%)
- Produces and analyzes statistical reports to monitor teams' performance; also monitors service-related trends to share with Business Units, Product Management, Vertical leads (Approx. 10%)
- Participates in projects, including budget process, as assigned. Serves as an ambassador for the team in internal/external meetings, site visits, etc. (Approx. 10%)
*What experience you need* *:*
- High school diploma, or GED
- Experience leading a team, preferably in a call center or customer service environment
- Experience managing to expected behaviors and outcomes (versus "just the numbers")
- Ability to learn Siemens OpenScape Contact Center and Equifax applications. Working knowledge of CRM tools.
- Familiarity with ticketing software
*What could set you apart* *:*
- Bachelor's degree
- Working knowledge of Equifax applications and services
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity