18 days old

Supervisor, Employee Service Center

St Louis, MO 63103
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  • Job Code


Employee Service Support Supervisor manages the leads and employees who assist external consumers and internal clients with complex questions/problems regarding multiple Employee Service products and services. S/he educates consumers about the teams, partners with other departments to ensure escalated issues are addressed and processes are followed and reports on the teams performances.

  • Responsibilities:

    • Manages activities of leads and employees to insure the teams are functioning effectively to meet consumer/clients needs and operational initiative targets. Develop/communicates processes and policies. Creates tactical short and long-term goals that support the teams vision and strategy. Responds promptly to escalations. (Approx. 60%)
    • Contributes to team's process improvement efforts and implements changes in a positive way. Incorporates client feedback into efforts. (Approx. 10%)
    • Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements. (Approx. 10%)
    • Produces and analyzes statistical reports to monitor teams performance; also monitors service-related trends to share with Business Units, Product Management, Vertical leads. (Approx. 10%)
    • Participates in projects, including budget process, as assigned. Serves as an ambassador for the team in internal/external meetings, site visits, etc. (Approx. 10%)

    What makes you a good fit for this role?

    • Bachelors degree, preferred.
    • Working knowledge of MS Office components: Outlook, Word, Excel, and Powerpoint.
    • Ability to learn Siemens OpenScape Contact Center and Equifax applications. Working knowledge of CRM tools.
    • Familiarity with ticketing software.

    What will make you stand out above the rest?

    • Strong organizational skills.
    • Strong interpersonal and communication skills.
    • Excellent client relations skills.
    • Creative problem-solving and analytical skills.
    • Proficient at learning new technologies/applications quickly.

    • Working knowledge of Equifax applications and services.
    • 1-3 years of experience.

    Physical Requirements or Environmental Factors (if applicable):

    • Position is largely sedentary requiring a significant amount of keyboarding.
    • May require varied shift work and work additional hours periodically to resolve urgent problems, especially during tax form management season. Shift work could include weekends and/or holidays and need to be available 8am - 6pm

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 talented and amazing team players who want to accelerate our growth, while doing some of the best work of their careers. Join us as we transform our business and help people live their financial best!

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, 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.

Primary Location:

USA-St. Louis-Rider Trail


Function - Customer Service


Full time


Posted: 2020-03-14 Expires: 2020-04-12

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Supervisor, Employee Service Center

St Louis, MO 63103

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