Oversee management of workflow/coverage needs and monitor overall production at the function/process level, reallocating resources as needed to ensure adherence to SLAs and associated metrics. Effectively manage the people leaders that in turn are dedicated to daily transnational production of assigned team of employees, through enabling appropriate work assignments, reviewing reports, resolving escalations and managing communications with clients, including trouble-shooting of issues, as appropriate.

What you will do

Manage daily floor operations, including shift scheduling, adherence monitoring, and ensuring adequate coverage to meet service level agreements (SLAs) and optimize agent productivity.

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 one-on-one and coaching meeting routines with direct reports.

Utilize disciplinary procedures as required.

Analyze team production metrics to monitor efficiency/productivity.

Identify proactive opportunities for improvement/development.

Motivate, encourage, support, and inspire the team to surpass their potential.

Create a sense of ownership within employees.

Model company policies and values by ensuring compliance with company’s procedures and policies.

Contribute and resolve complex tasks, requests, escalations, and issues accurately and timely to offer optimal solutions.

Respond accurately and timely to on-demand requests 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.

Coordinate email/backlog coverage and audit work cases.

Work on DSAT resolution by contacting customers and resolving their issues.

Implement and enforce company policies and procedures, ensuring compliance and a consistent customer experience that contributes to overall departmental success and efficiency goals.

What experience you need 

Minimum of 3 years of experience in a leadership role within a call center or customer service environment.

Demonstrated ability to improve key call center metrics such as average handle time, first call resolution, and customer satisfaction.

Experience managing in a blended inbound/outbound call center environment.

Proven experience coaching and developing a team of 10 or more customer service professionals./

Proficiency with call center software and CRM systems (e.g., Salesforce, Google, Verint).

Strong analytical skills with the ability to interpret data and make data-driven decisions.

English proficiency C1

Bachelor's Degree Diploma or ongoing business administration (or related) studies

What could set you apart

Certifications in customer service management or call center operations.

A track record of successfully implementing new processes that improved efficiency or customer satisfaction.

Experience with workforce management (WFM) tools and methodologies.

A background in training and development within a call center context.

Primary Location:

CRI-Heredia

Function:

Function - Fulfillment / Operations

Schedule:

Full time