Descripción del empleo
Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you. Our Global Consumer Care representative will provide support to customer calls from the USA. Utilize various methods to validate customer information. Assist in answering inbound calls, including customers, consumers, or trade references. What you’ll do Update credit files with high-quality standards, applying documented rules and procedures. Provide support and education regarding credit information, file interpretations, and products. Answer and solve problems and requests based on the consumer scenario, doing an analysis of the details provided, to offer optimal solutions. Ensure compliance with the company’s procedures and policies. Work in a team environment and customer-centric culture. What Experience You Need Spanish proficiency C1 or above English proficiency B2 or above Education: University degree or in progress in Administration, Data Analysis, Engineering or Information Technology. Postgraduate studies in related areas are a plus. Experience: Previous work experience in Contact Center and Sales, with a focus on supervision or leadership. Knowledge of data analysis and information technologies will be considered an asset. Product or Service Knowledge: The supervisor must have a deep understanding of the product or service offered, as well as its features, benefits, and applications. Analytical Tools Knowledge: The supervisor must have experience with data analysis tools such as Excel, SQL, Tableau, Power BI, etc. Knowledge of Technology or AI tools is an asset: Knowledge and use of CRM, CCNA, Chatbots, Python, Google Cloud, etc. Achieved/exceeded the following KPIs in the last 6 months: CSAT Hire: 90% or over CSAT Effort: 85% or over ADH: 90% or over FCR: 80% or over Call Availability: 77.5% or over Conversion: 3.5% or over What could set you apart Leadership: A good supervisor must be able to lead and motivate their team, fostering a positive and collaborative work environment. Effective Communication: Clear and effective communication is essential for a supervisor’s success. They should be able to actively listen, give constructive feedback, and communicate goals and expectations clearly. Data Analysis and Decision Making: A contact center supervisor must be able to analyze data and trends to make informed decisions that positively impact productivity and service quality. Time Management and Prioritization: A supervisor must effectively manage their time and prioritize tasks, ensuring that goals are met and issues are resolved promptly. Conflict Resolution: A supervisor should be able to resolve conflicts and problems fairly and professionally, remaining calm and objective in difficult situations. Coaching Skills: A supervisor should be able to provide coaching and constructive feedback to agents, helping them improve their skills and achieve their goals. Ethics and Professionalism: Adherence to the company’s ethical values and principles. Ability to adapt to changes in policies, procedures, and technology. Sales Experience: It is essential that the supervisor has sales experience, preferably in a contact center environment, or demonstrates that their previous sales figures met the operation’s targets. Result Orientation: The supervisor must be oriented towards achieving goals and objectives and be capable of motivating their team to do the same. Monitor and analyze performance metrics (KPIs) such as response time, first call resolution rate, and customer satisfaction. Implement strategies to improve team performance. Analytical Skills: The supervisor should be able to analyze large amounts of data, identify trends and patterns, and draw relevant conclusions. Presentation Skills: A good data analysis supervisor must be able to present the results of their analyses clearly and concisely, using graphics, diagrams, and other visual elements. We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks. Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference! Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
