Contact Center Customer Care Supervisor

Job description

Experian MCE Contact Center is seeking a Customer Care Supervisor to lead a team of Agents for our Contact Center in Austin. You will develop coach and manage a team of talented Agents to exceed client and company goals.

This role requires your physical presence onsite in the Allen TX Experian office.

About the position:

• Coordinate daytoday operations and administer company policies and procedures through subordinate exempt and nonexempt staff. Includes assigning work monitoring and reviewing progress and accuracy of work companyrequired training timecard approval for payroll directing efforts and providing technical guidance on complex issues.
• Provide input on personnel actions (e.g. staffing terminations objective setting performance and salary reviews disciplinary actions and scheduling.
• Oversee operations to maintain consumer credit databases and ensure that the daily qualitative and quantitative goals of the organization are met.
• Respond to escalated consumer or client issues.
• Oversee daily workflow assess available resources determine work allocations and make employee work assignments.
• Collaborate with management and staff to develop and administer employee work schedules.
• Develop coach and motivate staff to achieve departmental goals. Guide employees when responding to changing business conditions.
• Monitor compliance and personnel performance metrics. Ensure data for reporting is accurate timely and adheres to standards.
• Organize and facilitate staff meetings regarding team performance recognition and information exchange.
• Provide ongoing feedback to the client and ensure all appropriate requests are responded to promptly.
• Create and conduct presentations to clients
• To participate in the interview Selection Process for new talent

Important: Currently Experian is in a ReturntoOffice phase that requires all individuals onsite fully vaccinated for COVID19.

Qualifications :

Qualifications

• Must live in the Allen or surrounding areas Must be willing to work onsite Strong knowledge of call center operations Strong knowledge of federal and state regulations regarding credit reporting Good problemsolving results orientation and analytical skills Good organizational and prioritization skills Good oral and written communication skills Good project management skills Strong and proven leadership skills Good coaching and developmental skills Strong change management skills AA /AS degree or equivalent experience 24 years of leadership experience Must be a Team Player. Team has different levels (team area site Business Unit) and we need to be able to support and understand most of them Must be able to work MondayFriday 11am to 8pm and occasional Saturdays.

Additional Information :

Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is awardwinning; Worlds Best Workplaces 2024 (Fortune Top 25 Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

Remote Work :

No

Employment Type :

Fulltime