Manager Centro de Excelencia de Servicios a Cliente/Consumidor
Equifax
Madrid, Madrid, Spain
hace 4 días

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.

The Perks of being an Equifax Employee?

We offer excellent compensation packages with high-reaching market salaries, pension, along with the works : comprehensive healthcare packages, schedule flexibility, collaborative work spaces, work from home opportunities, and organisational growth potential.

What You’ll Do

Customer Relationship Excellence Center :

Implementation and management of the Equifax customer relationship center of excellence

Ensure excellence in Customer Service for customers external and internal

Coordinate and supervise Customer Service departments and lead continuous improvement projects.

Definition of objectives and planning of actions in the operational management of these work centers, work dynamics, procedures and systems management.

Definition of the necessary human, technological and material resources for the operation of the CRE Center

Customer Management :

Promote the relationship with customers : analysis and diagnosis of the situation, understanding their problems and sizing resources

Management and supervision of the Quality Plan, definition of KPIs and operational metrics that allow measuring the service levels of the area

Management of customer loyalty and retention improvement

Monitoring of indicators and standards quality established

Design and implementation of commercial or customer service campaigns

Negotiating with :

All internal areas to secure resources, sla’s achievements.

General :

Contribute to the company’s image through a professional approach.

Bachelor degree.

5+ year experience in customer service centers / contact centers / helpdesk.

2+ years’ experience in Customer relationship management leadership, Call Center Supervisor or Manager.

Competences :

Customer oriented with focus on its global vision and quality

Experience in the relationship and management of external clients

Influential, Organised, Time Management, Analytical, Motivator, Planner, Communicator, Negotiator

Social, Problem solver, People management skills, Presentation delivery and Professional Interviewing skills

Language English skills required in addition to excellent Spanish communication skills are a must.

Self motivated, Pro-active, Team player, Decision Maker, Willing to take responsibility and ownership, Can Do Attitude, Accountable, Flexible, Deliverer, Pragmatic

Able to prioritize and justify why.

Knowledge Areas : Customer Relat

Customer Relat

Technology : CRM Tools, Contact Center

Management : Risk Management.

Risk Management.

Success Attributes of an Equifax employee; does this describe you?

Collaboration

Think and act differently

Ownership

Decide-Execute-Deliver

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