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Technical Product Analyst Manager
Equifax
St. Louis, MO, United States
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Technical Product Analyst - Manager
The Technical Product Analyst - Manager is accountable for the performance of a team of Technical representatives responding to inquiries about services and systems. S/he uses knowledge of business and technical/operational issues to solve problems impacting team performance. S/he prioritizes work and continuously guides the group toward team and individual goals.
Essential Duties and Responsibilities:
• Set tactical, measurable performance goals for the team and provide daily coaching, training, feedback on team member performance. Mentor employees. Develop training and career plans. 30%
• Working with others, implement programs to insure team delivers exemplary customer service and exceeds customer expectations. 20%
• Insure service expectations are met by communicating performance and partnering on performance improvement opportunities with business units. 15%
• Serve as an ambassador for the company in client-facing and internal conference calls, meetings, etc. 15%
• Handle technical, service, and organizational escalations effectively. 15%
• Insure budget and business planning goals are met. 5%
• Stay abreast of industry best practices and trends and apply knowledge to work performed by the team.
• Assist with development of budget and business planning goals
• Manage client support, onboarding, and client service production.
Knowledge, Skills and Abilities:
• High degree of creativity, motivation, confidence, influence, and diplomacy for success in a growing environment.
• Demonstrated strong project management, planning skills and ability to meet deadlines.
• Must be knowledgeable in all services supported
• Must exhibit strong organizational, problem-solving and analytical skills, as well as strong interpersonal and communication skills (verbal, written, and presentation)
• Must maintain the highest level of integrity, courtesy and respect while interacting with clients, Equifax employees and business contacts
• Must have the ability to multi task in a fast-paced, demanding, high growth environment, and be client-satisfaction oriented.
• Full understanding of applications used by the team
• Familiarity with interrelated systems (e.g., SSS)
Competencies:
• Customer Focus/Sales Growth
• Results Orientation/Sense of Urgency
• Change Mastery
• Integrity/Values
• Problem Solving and Decision Making
Qualifications:
• Bachelor’s degree (B.A. or B.S.) and 3 years experience in a supervisory role
• 5-7 years related experience/training
• Advanced computer skills particularly the MS Office suite
• Service Industry experience strongly preferred
Function:Function - Customer Service
Schedule:Full time