Operational Team Leader

4 days ago

Brisbane, Queensland, Australia Equifax, Inc. Full time

Job Summary

We are seeking an experienced Operational Team Leader to join our team at Equifax, Inc. as a Customer Service Team Lead for our Fit2work Service Desk. As a Service Desk Team Manager, you will be responsible for leading a large multi-skilled operational team handling both inbound phone-based customer service and back-end processing work.

Key Responsibilities:

  • Lead a team of customer service representatives to ensure exceptional customer service is delivered to our customers and consumers.
  • Support an inclusive environment valuing different perspectives and promoting a positive work culture.
  • Achieve Service Level Agreements (SLAs), quality measures, and other key objectives while providing operational support as directed.
  • Develop and analyze data to enhance Fit2Work Operations and customer experience, working cross-functionally to improve our services.
  • Collaborate with Operations Leadership to analyze quality programs and outcomes, developing the front-line team and implementing operational efficiencies.
  • Raise issues and risks and support mitigation efforts, being the voice of the customer.

Requirements:

  • 5 years of experience in a team leadership position, with at least 3 years of experience managing a team of 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 a proven track record of delivering exceptional customer service.
  • Planning and scheduling skills in a high-volume work environment.
  • Identification and implementation of process improvement initiatives.
  • Intermediate – Advanced MS Excel Skills.
  • High integrity and ethics.

Preferred Qualifications:

  • Client-facing experience with a proven track record of delivering exceptional customer service.
  • G-Suite and Service Now experience a plus.

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