Experian Contact Center Customer Care Supervisor in Allen, Texas
Experian unlocks the power of data to create opportunities for consumers, businesses, and society. At life’s big moments – from buying a home or car to sending a child to college to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity.
We gather, analyze, and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decisions and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime.
We’re investing in new technologies, talented people, and innovation so we can help create a better tomorrow.
What we need:Our Call Center is expanding, and we are looking for amazing Customer Care Supervisors to help lead our talented Allen agents in our contact center
COVID-19 is creating unprecedented circumstances. We’re monitoring the situation closely and the safety of our employees remain our top priority. The hiring process, training, and employment will be handled remotely. This means if offered the position, you will begin working from home. However, please keep in mind that this position will likely transition back to our office, once it has been deemed safe to return from the COVID-19 Pandemic.
About the Team:We have a deep commitment in Experian to deliver consistent, predictable, and memorable service in every way – be that internal or external client. We live by the following behaviors at all times: Courteous; Attentive; Resourceful; Empathetic; and Efficient.
Functions: * Coordinate day-to-day operations and administer company policies and procedures through subordinate exempt and non-exempt staff. Includes assigning work, monitoring and reviewing progress and accuracy of work, company-required 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 ensures 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 Selection Process for new talent (interviews for new hires mainly)
- We are currently working remotely, therefore, you must be able to prove you have high-speed internet service
- You can test your home internet speed by using this link: https://www.speedtest.net/
- Strong knowledge of call center operations
- Strong knowledge of federal and state regulations regarding credit reporting
- Good problem-solving 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
- 2-4 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
* Selecting Talent
* Building Talent
* Performance Execution * Planning and Organizing * Inspiring Others * Conflict Resolution * Emotional Intelligence * Facilitating Change
Perks: Competitive pay and comprehensive benefits package, with a bonus target of 5% * Generous paid time off: o Begin accruing three weeks of vacation a year on your first day (4.62/hours a paycheck) o Five sick days each calendar year (prorated based on start date) o 11 paid company holidays * 401K matching (4%) and immediate vesting * Wellness initiatives, online discounts, employee discounts, pet insurance, and more
/Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity, and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is//The Power of YOU////and it ensures that we live what we believe./
Job: *Customer Service
Title: Contact Center Customer Care Supervisor
Requisition ID: 211766
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