Posted in Health Care 30+ days ago.
Location: St. Louis, Missouri
The Employee Service Center Supervisor manages the leads and customer service agents 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 position is 100% onsite and will have a shift of 12:00pm to 8:00pm.
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, 401k matching, paid time off, and organizational growth potential.
Grow at your own pace through online courses at Learning @ Equifax.
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.
Contributes to team's process improvement efforts and implements changes in a positive way. Incorporates client feedback into efforts.
Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements.
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.
Experience as a team lead or supervisor in a call center environment.
Working knowledge of CRM tools.
Familiarity with ticketing software.
Extra points for any of the following:
Familiarity with Siemens OpenScape Contact Center and Equifax applications (or the ability to learn quickly).
Physical Requirements or Environmental Factors (if applicable):
Position is largely sedentary requiring a significant amount of keyboarding.
Think and act differently
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!
Primary Location:USA-St. Louis-Rider Trail
Function:Function - Customer Service