Contact Center Customer Care Supervisor- Van Buren, AR

Experian is the world’s leading global information services company. During life’s big moments – from buying a home or a car to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.

We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years, we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

Experian MCE Contact Center is seeking a Customer Care Supervisor to lead a team of Agents You will develop, coach, and manage a team of talented Agents to exceed client and company goals.

About the position:

• Coordinate day-to-day operations and administer company policies and procedures through subordinate exempt and non-exempt staff. Includes assigning work, monitoring and reviewing progress and accuracy of work, company-required training, timecard approval for payroll, directing efforts, and providing technical guidance on complex issues.
• Provide input on personnel actions (e.g. staffing, terminations, objective setting, performance and salary reviews, disciplinary actions, and scheduling.)
• Oversee operations to maintain consumer credit databases and ensure that the daily qualitative and quantitative goals of the organization are met.
• Respond to escalated consumer or client issues.
• Oversee daily workflow, assess available resources, determine work allocations, and make employee work assignments.
• Collaborate with management and staff to develop and administer employee work schedules.
• Develop, coach, and motivate staff to achieve departmental goals. Guide employees when responding to changing business conditions.
• Monitor compliance and personnel performance metrics. Ensure data for reporting is accurate, timely, and adheres to standards.
• Organize and facilitate staff meetings regarding team performance, recognition, and information exchange.
• Provide ongoing feedback to the client and ensure all appropriate requests are responded to promptly.
• Create and conduct presentations to clients
• To participate in the interview Selection Process for new talent

• 
  Must live in Van Buren, AR or surrounding areas
• Strong knowledge of call center operations
• Strong knowledge of federal and state regulations regarding credit reporting
• Good problem-solving results orientation and analytical skills
• Good organizational and prioritization skills
• Good oral and written communication skills
• Good project management skills
• Strong and proven leadership skills
• Good coaching and developmental skills
• Strong change management skills
• AA /AS degree or equivalent experience
• 2-4 years of leadership experience
• Must be a Team Player. “Team” has different levels (team, area, site, Business Unit) and we need to be able to support and understand most of them
• Schedule will be 1pm-10pm Friday/Saturday off Sunday 6pm-3am

Key Competencies:

• Selecting Talent
• Building Talent
• Communication
• Coaching
• Performance Execution
• Planning and Organizing
• Inspiring Others
• Conflict Resolution
• Emotional Intelligence
• Facilitating Change

Perks:

• Competitive pay and comprehensive benefits package, including an annual bonus target of 5%.
• You begin accruing three weeks of vacation a year starting on your first day (4.62/hours a paycheck).
• Five sick days each calendar year (prorated based on start date).
• 12 paid company holidays -based on company needs you may work a holiday(s).

All your information will be kept confidential according to EEO guidelines.

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education. This position is also eligible for a variable pay opportunity and a comprehensive benefits package which includes health, life and disability insurance, generous paid time off including paid parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe. See our DEI work in action!

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here