Operational Team Leader
4 days ago
Job Summary
We are seeking an experienced Operational Team Leader to join our team at Equifax, Inc. as a Service Desk Team Leader. In this role, 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
- Team Leadership: Lead a team of customer service representatives to ensure exceptional customer service is delivered to our customers and consumers.
- Operational Excellence: Achieve Service Level Agreements (SLAs), quality measures, and other key objectives while providing operational support as directed.
- Process Improvement: Analyze quality programs and outcomes to develop and implement operational efficiencies.
- Customer Focus: Support and enhance customer experience by developing and analyzing data, and working cross-functionally to improve our services.
- Risk Management: Identify and mitigate risks, and be the voice of the customer.
Requirements
- 5 years of experience, with 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.
- Excellent communication skills, both written and verbal.
- Customer Service experience.
- Planning and scheduling 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.
- G-Suite, Service Now experience.
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