Contact Center Operational Excellence Leader

Equifax Alpharetta , GA 30023

Posted 3 weeks ago

Contact Center Operational Excellence Leader

The USIS Business Care Operational Excellence Leader will report to the VP of Business Care and Operational Excellence and lead the strategy and transformation for the contact center. The USIS Contact Center supports Equifax's US B2B customers.

Who is Equifax?

Equifax is a global information solutions company that uses trusted unique data, creative analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.

Regardless of location or role, the individual and collective work of our people makes a difference in our business.

We are looking for individuals who can help us disrupt the marketplace. You will do this by delivering leading-edge technology to build and deliver unparalleled customized insights that enrich both the performance of businesses and the lives of consumers.

We will give you the opportunity to drive innovation and automation across the enterprise. This will include tool and process integrations across all business units within Equifax globally.

Responsibilities

  • You will develop Contact Center strategy including a technology roadmap to get the contact center to best in class.

  • Ensure strategy strives for top quality and optimal customer experience for our customers.

  • You will collaborating, influencing, and coordinating across a broad internal stakeholder group to align on strategy, develop key work streams and plans, and drive execution against those plans.

  • Determine solutions/vendors to partner with to transform the contact center.

  • Build business cases with supporting financial benefits to get approval for transformation efforts.

  • You will lead the execution/implementation of the transformation efforts.

  • Use change management to ensure employee adoption and training needs are achieved.

  • Ensure there is an effective communication plan for all changes.

  • Use voice of the customer feedback to help figure out strategy.

  • Use Robotic Process Automation and LEAN to improve efficiency and provide faster results to customers.

  • Roll out self-service functionality.

What makes you a great fit for this role?

  • Expertise with rolling out Salesforce Service examples communities, chat, chatbot, knowledge base

  • Salesforce certification

  • Expertise with rolling out Genesys Omni Channel functionality and workforce management

  • Lead professional employees and/or supervisors focused on a narrow range of work within a function

  • Is accountable for the performance and results of the team

  • Identifies and resolves technical, operational and/or organization problems

  • Makes decisions guided by policies, procedures and business plan; receives guidance from manager

  • Develops plans and coordinates resources to meet operational objectives within area of responsibility

  • 7-10 years experience

  • BA required

The Perks of being an Equifax Employee?

We offer an excellent compensation packages with high-reaching market salaries and 401k matching, along with the works: comprehensive healthcare packages, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To speak to us about this role in more detail apply online.

Location

JVW: This position sits in our Alpharetta location, which includes a state of the art gym / fitness center, onsite dry cleaning services, onsite caf with "Grab & Go" selections and mobile pay options, food trucks, and car wash services.

#li-ch2

Primary Location:

USA-Atlanta JV White

Function:

Function - Project, Program and Process Management

Schedule:

Full time


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Contact Center Operational Excellence Leader

Equifax