Contact Center Customer Care Supervisor

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

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 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 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 Return-to-Office phase that requires all individuals onsite, fully vaccinated for COVID-19.

Qualifications

Qualifications

• Must live in the Allen or surrounding areas • Must be willing to work on-site • 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 • Must be able to work Monday-Friday, 11am to 8pm and occasional Saturdays.

Additional Information

Our uniqueness is that we celebrate yours. Experian's 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. Experian's people first approach is award-winning; World's 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 Experian's 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 nee