What you’ll do Supervise and coach a team of call center agents, providing real-time feedback and support to enhance their performance and customer interaction skills, ultimately achieving target metrics for key performance indicators (KPIs) like Average Handle Time (AHT) Quality Assurance (QA) and Customer Satisfaction (CSAT). Manages activities of leads and employees to ensure the teams are functioning effectively to meet consumer/clients’ needs and operational initiative targets. Develop/communicate processes and policies. Creates tactical short and long-term goals that support the team’s vision and strategy. Responds promptly to escalations. Contributes to the team's process improvement efforts and implements changes in a positive way. Incorporates client feedback into efforts. Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements. Produces and analyzes statistical reports to monitor teams’ performance; also monitors service-related trends to share with Business Units, Product Management, Vertical leads. Participates in projects, including budget process, as assigned. Serves as an ambassador for the team in internal/external meetings, site visits, etc. What experience you need Bachelor's Degree Diploma or ongoing business administration (or related) studies Minimum B2+ English Advanced G-suite knowledge Leadership experience or background leading or supporting team performance (Both Voice and Backoffice). At least 1 year of experience leading a team, preferably in a call center or customer service environment. Familiarity with ticketing software What could set you apart Previous experience in Training or Quality Departments. Demonstrated ability to analyze issues, determine appropriate solutions and resolve sensitive problems. Previous experience as a Backup Supervisor or SME Scrum Master or Project Management related certificates. Business to Business product knowledge or previous experiences. Primary Location: CRI-Heredia Function: Function - Customer Service 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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