Job Description: As the Supervisor of Global Operations, you will serve as the front-line leader responsible for direct team guidance, daily workflow coordination, and real-time operational support. Your primary objective is to ensure real-time SLA compliance, high customer satisfaction, accurate data processing, and active coaching for your team members What You'll Do Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule. Quality & Predictability: Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues. Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff. Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets. Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members. Process Adherence: Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards. Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity. Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition. What Experience You Need Front-Line Leadership: 2–4 years of experience as a team lead or supervisor in a contact center, customer support, or technical onboarding environment. B2+ English proficiency. Education: Associate’s or Bachelor’s degree in Business, Systems, or related field (or equivalent hands-on experience). Technical & Queue Familiarity: Practical experience working with CRM/ticketing platforms, telephony software, and data management systems. Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor team, and deliver constructive performance feedback. Problem-Solving Skills: Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly. AI Adoption: Proficiency in leveraging AI tools, machine learning applications, and automation to streamline workflows and enhance productivity. Communication Skills: Excellent verbal and written communication skills in both English and Spanish to interact with US counterparts and local teams effectively. What could set you apart Process Improvement Skills: Experience with methodologies like Lean Six Sigma or Agile to actively improve workflows, rather than just managing them. Advanced Systems Knowledge: Power-user experience or certifications with major CRM, ticketing, and workforce management platforms (e.g., Salesforce, Zendesk, Genesys). Data & Analytics: The ability to build custom reports (using Advanced Excel, Tableau, etc.) to track queue performance, forecast volume, and spot bottlenecks. B2B Tech Experience: A background specifically managing complex technical onboarding or SaaS software implementations. Change Management: A proven track record of guiding teams through rapid growth, system migrations, or building new processes from scratch. Primary Location: CRI-Heredia Function: Function - Fulfillment / Operations Schedule: Full time At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. For US Applicants If you'd like more information on your EEO rights under the law, please view our EEO is the Law Declarations, and Nondiscrimination Provision. If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to [email protected]. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. Equifax participates in E-Verify and Right to Work (English and Spanish).

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