Director, Customer Service Contact Center

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

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)

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Primary Location:

USA-St. Louis-Lackland

Function:

Function - Customer Service

Schedule:

Full time