Customer Support Supervisor

Summary

Join Experian as a manager overseeing operations that deliver product information to customers and resolve customer service or account issues. You will supervise the investigation process during credit disputes, ensuring compliance, produce reports, and maintain database integrity. This role involves coordinating daily operations, managing staff, and ensuring the achievement of organizational goals. You will handle escalated consumer issues, generate reports, and provide support to internal teams. The position requires experience in managing teams and strong problem-solving, communication, and leadership skills. Experian offers a remote work opportunity and a comprehensive benefits package.

Requirements

• 2+ years of experience
• 2-4 years managing and motivating teams
• Good problem solving, results orientation and critical thinking
• Demonstrates skill in arranging tasks according to their urgency, importance, and deadlines
• Strong English skills (verbal and written) communication skills
• Good project management skills
• Good leadership skills
• Good coaching and developing skills
• Strong change management skills

Responsibilities

• Supervise the investigation process during a credit dispute ensuring compliance to federal and state regulations and departmental goals
• Produce reports and provide methods for user access to information in the resolution of consumer disputes
• Monitor and maintain database integrity
• Coordinates day-to-day operations and administering company policies and procedures through subordinate exempt and non-exempt staff
• May provide input on personnel actions (e.g. staffing, terminations, objective setting, performance and salary reviews, disciplinary actions, and scheduling.)
• Oversees operations to maintain consumer databases and ensures that the daily qualitative and quantitative goals of the organization are met
• Handle escalated consumer issues, generate dispute reports, and provides technical and support to internal teams
• Oversees the daily workflow, assesses available resources determines work allocations and makes employee work assignments., work schedules
• Coaches and motivates staff to meet departmental goals, providing guidance during changing business conditions
• Monitor compliance and personnel performance metrics. Ensures data for reporting is accurate, timely and adheres to standards
• Implement and administer staff incentive programs
• Organize and facilitate staff meetings regarding team performance, recognition and information exchange

Benefits

• Medical, life and dental insurance
• Asociacion Solidarista
• International Share Save Plan
• Flex Work/Work from home
• Paid time off
• Annual Performance Bonus
• Education Reimbursement
• Family Bonding
• Bereavement Leave
• Referral Program