Director, Customer Service Contact Center (Finance)
Equifax Workforce Solutions (EWS) is hiring a Director, Customer Service Contact Center in Maryland Heights, MO. The Director will lead a team of managers whose teams respond to inquiries about verification services and systems. This includes direct support for the E-commerce channel along with other technical assistance. This person is accountable for the team's
overall performance and results and partners with internal stakeholders to support the business strategy, leverages operational/customer service best practices to drive transformation, and utilizes data/analytics to make business decisions.
What you'll do:
- Direct operational initiatives and process improvements for the team; obtain buy-in,
- develop plans, coordinate resources, measure progress, and communicate results.
- Ensure team's role is understood; build solid working relationships by regularly
- communicating with business units, adjacent teams, and third parties.
- Deliver operational excellence through the achievement of KPIs/SLAs and a data-driven
- approach to solving complex problems
- Assist in driving strategic transformation leveraging customer service best
- practices/trends related to technology, automation, and analytics
- Mentor and develop a high performing team; assist in building a culture of inclusivity,
- diversity, and engagement that support the company's goals and initiatives
- Ensure budget and business plan goals are met; effectively communicate reasons for
- forecast changes and/or variances.
- Gather and analyze voice of customer and related data; work with team members to
- continuously improve the customer experience.
- Cultivate cross-functional relationships to boost understanding of business challenges
- and to be aware of talent development opportunities for self and team.
- Ensure consistent delivery against security
What experience you need:
- Bachelor's degree, or equivalent combination of education and experience.
- Minimum of 10 years experience with at least 5 years experience in a people-leading role, preferably in a call center, customer service, or other demanding, high-growth Environment.
What could set you apart:
- Advanced computer skills, particularly the Google Suite or MS Office suite
- Third Party / Vendor management operations experience strongly preferred
- Technical experience with Workforce planning, CRM platform (Salesforce), Telephony (Google CCAIP)
