Contact Center Customer Support Supervisor
Contact Center Customer Support Supervisor
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Job Description
Job description
Experian MCE Contact Center is looking for a Customer Care Supervisor to lead a team of Agents for our Contact Center in Austin. You will manage a team of agents to exceed client and our goals. You will report to the Customer Care Manager in the Allen TX office.
You will work onsite in the Allen TX Experian office for this position.
About the position:
- Manage daily operations enforce policies delegate and monitor work provide training and guidance and approve timecards.
- Oversee operations to maintain customer credit databases ensuring goals are met and monitor compliance and performance metrics.
- Facilitate staff meetings regarding performance recognitions and distributing important information
- Give feedback on personnel actions (e.g. staffing terminations objective setting performance and salary reviews disciplinary actions scheduling and new talent selections.
- Respond to escalated consumer or client issues.
- Provide ongoing feedback to the client and ensure all appropriate requests are responded to promptly.
- Create and conduct presentations to clients
Qualifications :
Qualifications
- AA /AS degree or equivalent experience
- 2 years of leadership experience
- You must live in the Allen or surrounding areas and be able to work onsite
- You will work MondayFriday 11am to 8pm and occasional Saturdays
- You will have knowledge of call center operations
- You will have knowledge of federal and state regulations regarding credit reporting
- You will have good problemsolving skills
- You will have experience establishing procedures to ensure client satisfaction
- You will have experience with project management skills
- You will have good coaching and developmental skills
- You will have change management skills
- You must be a team player supporting and understanding various levels like team area site and department
Benefits and Perks:
- Great compensation package and comprehensive benefits package including an annual bonus target of 5.
- You begin accruing three weeks of vacation a year starting on your first day 4.62/hours a paycheck).
- Five sick days each calendar year (prorated based on start date).
- 12 paid company holidays based on company needs you may work a holiday(s).
#LIOnsite
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
Employment Type
Full-time
