Contact Center Customer Support Supervisor

Experian • Allen, TX

287d

About The Position

Experian MCE Contact Center is looking for a Customer Care Supervisor to lead a team of Agents for our Contact Center in Austin. You will manage a team of agents to exceed client and our goals. You will report to the Customer Care Manager in the Allen, TX office. You will work onsite in the Allen, TX Experian office for this position.

Requirements

• AA /AS degree or equivalent experience.
• 2+ years of leadership experience.
• Knowledge of call center operations.
• Knowledge of federal and state regulations regarding credit reporting.
• Good problem-solving skills.
• Experience establishing procedures to ensure client satisfaction.
• Experience with project management skills.
• Good coaching and developmental skills.
• Change management skills.
• Must be a team player, supporting and understanding various levels like team, area, site, and department.

Responsibilities

• Manage daily operations, enforce policies, delegate and monitor work, provide training and guidance, and approve timecards.
• Oversee operations to maintain customer credit databases, ensuring goals are met, and monitor compliance and performance metrics.
• Facilitate staff meetings regarding performance, recognitions, and distributing important information.
• Give feedback on personnel actions (e.g. staffing, terminations, objective setting, performance and salary reviews, disciplinary actions, scheduling, and new talent selections).
• Respond to escalated consumer or client issues.
• Provide ongoing feedback to the client and ensure all appropriate requests are responded to promptly.
• Create and conduct presentations to clients.

Benefits

• Great compensation package and comprehensive benefits package, including an annual bonus target of 5%.
• You begin accruing three weeks of vacation a year starting on your first day (4.62/hours a paycheck).
• Five sick days each calendar year (prorated based on start date).
• 12 paid company holidays -based on company needs you may work a holiday(s).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: Associate degree