Customer Service - Heredia, Costa Rica - Equifax

Equifax

Empresa verificada

Heredia, Costa Rica

hace 1 semana

Publicado por:

Andrea Rodríguez

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Descripción

Lead a Team ranging from agents with responsibility to deliver business KPIs (e.g. SLA, Customer Experience, Quality, Efficiencies, etc).

This role is responsible for all day-to-day efforts to ensure compliance on the workload and deliver exceptional results, play a collaborative role in growing and implementing standards and processes, employ prudence and tact in interacting with others, and remain focused on customer and staff retention.

What you'll do:

Manage and monitor ongoing team performance through adherence to Equifax requirements and policies, document and organize team productivity against established standards. Complete regular management reports, as required.
Maintain oneonone and coaching meeting routines with direct reports, appropriate use of disciplinary procedures as required, analyze team production metrics to monitor efficiency/productivity and to identify proactive opportunities for improvement/development.
Motivate, encourage, support and inspire the team to surpass their potential, create a sense of ownership within the employees and model company policies and values by ensuring compliance with company's procedures and policies.
Contribute and resolve complex tasks, requests, escalations and issues accurately in a timely manner to offer optimal solutions.

Respond accurately and timely the on demand request from the Business Owner

Partner with key resources in the Business Units, Center of Excellence and Shared Services Center to identify potential process improvement initiatives.

What experience you need