Contact Center Customer Support Supervisor

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

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.

About the position:

• 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

Qualifications

• AA /AS degree or equivalent experience
• 2+ years of leadership experience
• You must live in the Allen or surrounding areas and be able to work onsite
• You will work Monday-Friday, 11am to 8pm and occasional Saturdays
• You will have knowledge of call center operations
• You will have knowledge of federal and state regulations regarding credit reporting
• You will have good problem-solving skills
• You will have experience establishing procedures to ensure client satisfaction
• You will have experience with project management skills
• You will have good coaching and developmental skills
• You will have change management skills
• You must be a team player, supporting and understanding various levels like team, area, site, and department

Benefits and Perks:

• 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).

#LI-Onsite

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 need that requires accommodation, please let us know at the earliest opportunity.