Equifax is where you can power your possibly. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

Our Global Consumer Care representative will provide support to customer calls from the USA. Utilize various methods to validate customer information. Assist in answering inbound calls, including customers, consumers, or trade references.

What you’ll do 

Update credit files with high-quality standards, applying documented rules and procedures. 

Provide support and education regarding credit information, file interpretations, and products.

Answer and solve problems and requests based on the consumer scenario, doing an analysis of the details provided, to offer optimal solutions.

Ensure compliance with the company’s procedures and policies.

Work in a team environment and customer-centric culture.

What experience you need 

Spanish proficiency C1 or aboveEnglish proficiency B2 or aboveEducation: University degree or in progress in Administration, Data Analysis, Engineering or Information Technology. Postgraduate studies in related areas are a plus.Experience: Previous work experience in Contact Center and Sales, with a focus on supervision or leadership (a year). Analytical Tools Knowledge: Experience with data analysis tools such as Excel, SQL, Tableau, Power BI, etc (a year).

What could set you apart

Leadership: A good supervisor must be able to lead and motivate their team, fostering a positive and collaborative work environment.Effective Communication: Clear and effective communication is essential for a supervisor's success. They should be able to actively listen, give constructive feedback, and communicate goals and expectations clearly.Data Analysis and Decision Making: A contact center supervisor must be able to analyze data and trends to make informed decisions that positively impact productivity and service quality.Time Management and Prioritization: A supervisor must effectively manage their time and prioritize tasks, ensuring that goals are met and issues are resolved promptly.Conflict Resolution: A supervisor should be able to resolve conflicts and problems fairly and professionally, remaining calm and objective in difficult situations.Coaching Skills: A supervisor should be able to provide coaching and constructive feedback to agents, helping them improve their skills and achieve their goals.Ethics and Professionalism: Adherence to the company's ethical values and principles.Ability to adapt to changes in policies, procedures, and technology.Sales Experience: It is essential that the supervisor has sales experience, preferably in a contact center environment, or demonstrates that their previous sales figures met the operation's targets.Result Orientation: The supervisor must be oriented towards achieving goals and objectives and be capable of motivating their team to do the same.Monitor and analyze performance metrics (KPIs) such as response time, first call resolution rate, and customer satisfaction.Implement strategies to improve team performance.Analytical Skills: The supervisor should be able to analyze large amounts of data, identify trends and patterns, and draw relevant conclusions.Presentation Skills: A good data analysis supervisor must be able to present the results of their analyses clearly and concisely, using graphics, diagrams, and other visual elements.

Primary Location:

CRI-Heredia

Function:

Function - Customer Service

Schedule:

Full time