Team Leader

2 weeks ago

Brisbane, Queensland, Australia Equifax Full time
Job Title: Team Leader

At Equifax, we're looking for a skilled Team Leader to join our Service Desk Team. As a Team Leader, you'll play a critical role in ensuring exceptional customer service is delivered to our customers and consumers.

Key Responsibilities:
  • Lead a large multi-skilled operational team handling both inbound phone-based customer service and back-end processing work.
  • Support an inclusive environment valuing different perspectives.
  • Achieve SLAs, quality measures, and other key objectives, providing operational support as directed.
  • Support and enhance Fit2Work Operations and customer experience by developing and analyzing data, working cross-functionally to improve our services.
  • Analyze quality programs/outcomes in conjunction with Operations Leadership, developing the front-line team and implementing operational efficiencies.
  • Raise issues and risks, supporting mitigation; be the voice of the customer.
Requirements:
  • 5 years of experience, 3 years out of which should be 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.
What Sets You Apart:
  • Client-facing experience.
  • G-Suite, Service Now experience.

We believe that when we're at our best, we can do our best. Equifax offers policies and programs that support our employees' financial and personal well-being, including additional leave days, a hybrid working environment, an employee assistance program, and organizational growth potential through our online learning platform with guided career tracks.

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