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Senior Manager
Equifax
St. Louis, MO, United States
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Senior Manager Service Center
Summary:
The Senior Manager leads supervisors and managers whose teams respond to inquiries about services and systems. S/he is accountable for the team's overall performance and results. S/he educates others about the team, partners with others to ensure customer's needs are addressed, and reports on the team’s performance to stakeholders.
Essential Duties and Responsibilities:
• Direct operational initiatives, projects, and process improvements for the team; obtain buy-in, develop plans, coordinate resources, measure progress, and communicate results. 30%
• Insure team's role is understood; build solid working relationships by regularly communicating with business units, adjacent teams, and third parties. 20%
• Identify and resolve technical, operational, or organizational problems, recommending and guiding others toward best practices.15%
• Mentor and develop team members, regularly sharing progress against MBOs that directly support the team and company's goals and initiatives.15%
• Develop and insure budget and business plan goals are met; effectively communicate reasons for forecast changes and/or variances. 10%
• Gather and analyze voice of customer and related data; work with team members to continuously improve the customer experience.10%
• Cultivate cross-functional relationships to boost understanding of business challenges and to be aware of talent development opportunities for self and team.
• Stay abreast of regulatory issues that impact area of responsibility.
Required Competencies:
• The ability to handle multiple projects concurrently in a function that is fast-paced, demanding and a high-growth environment.
• Good project management skills.
• Timely and efficient in meeting deadlines.
• Creative problem solving and analytical skills.
• Ability to comprehend and utilize new technologies quickly.
• Excellent communication skills (verbal, written, and presentation)
• The ability to interface with customers.
Knowledge, Skills and Abilities:
• Ability to work as a team player.
• Ability to work effectively and cooperatively with customers, co-workers, vendors and/0or management.
• Ability to effectively deal with difficult customers.
• Handle fast-paced and challenging job demands.
• Demonstrated strong project management and planning skills in order to successfully manage multiple, simultaneous projects.
Competencies:
• Customer Focus/Sales Growth
• Results Orientation/Sense of Urgency
• Change Mastery
• Integrity/Values
• Problem Solving and Decision Making
• Strong organizational and analytical skills
Qualifications:
• Bachelor’s degree (B.A. or B.S.) and/or 5+ years related experience or equivalent combination of education and experience. At least 5 years experience in management role; customer service background preferred.
• Advanced computer skills particularly the MS Office suite
• Service Industry experience strongly preferred
• Third Party / Vendor management operations experience strongly preferred
• Technical requirements preferred: Experience with ACDs, workforce planning, CRM platform, Quality monitoring and recording systems
Primary Location:USA-St. Louis-Rider Trail
Function:Function - Customer Service
Schedule:Full time