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Operational Team Lead

2 months ago

Brisbane, Queensland, Australia Equifax, Inc. Full time
Job Summary

We are seeking a highly skilled and experienced Service Desk Team Leader to join our team at Equifax, Inc. As a key member of our operations team, you will be responsible for delivering exceptional customer service and ensuring the smooth operation of our services.

Key Responsibilities
  • Lead a large multi-skilled operational team handling inbound phone-based customer service and back-end processing work.
  • Support an inclusive environment valuing diverse perspectives and experiences.
  • Achieve Service Level Agreements (SLAs), quality measures, and other key objectives.
  • Provide operational support as directed and contribute to the development and analysis of data to improve our services.
  • Analyze quality programs and outcomes to develop the front-line team and implement operational efficiencies.
  • Raise issues and risks, and support mitigation efforts, while being the voice of the customer.
Requirements
  • 5 years of experience, with at least 3 years in a team leader position managing 5+ individuals.
  • Ability to solve problems and make decisions that set directions for team members.
  • Customer-focused and result-driven, with excellent communication skills, both written and verbal.
  • Customer Service experience, with planning and scheduling skills in a high-volume work environment.
  • Identification and implementation of process improvement initiatives, with intermediate to advanced MS Excel skills.
  • High integrity and ethics.
What Sets You Apart
  • Client-facing experience, with a strong understanding of customer needs and expectations.
  • G-Suite and Service Now experience, with the ability to adapt to new technologies.