Job summary
Job post source
This job is directly from Equifax
Job overview
The Director, Customer Service Contact Center at Equifax leads a team managing customer inquiries and supports business strategy through operational excellence and data-driven decisions.
Responsibilities and impact
The role involves directing operational initiatives, building relationships across teams, achieving KPIs/SLAs, driving strategic transformation, mentoring staff, managing budgets, analyzing customer data, and ensuring security compliance.
Experience and skills
Requires a bachelor's degree or equivalent, 10+ years of experience with 5+ years in leadership, preferably in call centers or customer service, with preferred skills in Google Suite/MS Office, vendor management, and technical platforms like Salesforce and Google CCAIP.
Work environment and culture
The role includes fostering a culture of inclusivity, diversity, and engagement aligned with company goals.
Company information
Equifax Workforce Solutions provides verification services and systems, focusing on customer service and operational excellence.
Team overview
The candidate will lead a team of managers responsible for customer service and technical support across multiple channels.
Job location and travel
The position is based in Maryland Heights, MO.
Unique job features
The job emphasizes strategic transformation through technology, automation, analytics, and a data-driven approach to customer service.
Company overview
Equifax is a global data, analytics, and technology company that provides credit reports, credit scores, and credit monitoring services to consumers and businesses. They generate revenue through the sale of credit information to lenders, businesses, and individuals, as well as through their identity theft protection services. Founded in 1899, Equifax has a long history and is one of the three major credit reporting agencies in the United States. Notably, the company experienced a significant data breach in 2017, which has led to increased focus on cybersecurity and data protection measures.
How to land this job
Tailor your resume to emphasize leadership experience in managing customer service teams, particularly in call center or high-growth environments, showcasing your ability to drive operational excellence and meet KPIs/SLAs.
Highlight your skills in operational initiatives, process improvements, and data-driven decision-making, including experience with workforce planning, CRM platforms like Salesforce, and telephony systems such as Google CCAIP.
Apply through multiple platforms including Equifax's corporate careers page and LinkedIn to maximize your application visibility and follow up on status updates.
Connect with current Equifax employees in the Workforce Solutions or Customer Service divisions on LinkedIn; use ice breakers like commenting on recent company initiatives in customer experience transformation or asking about their experience with Equifax's technology stack.
Optimize your resume for ATS by incorporating keywords from the job description such as 'operational excellence,' 'customer service best practices,' 'data-driven,' 'workforce planning,' 'CRM,' and 'telephony.'
Leverage Jennie Johnson's Power Apply feature to automate tailored applications, identify multiple application channels, and find LinkedIn connections, allowing you to focus your time on networking and interview preparation.
Jennie Johnson works for you!
Here’s what we do to make sure you’re successful:
Targeted Resume Revamp:
We expertly craft your resume to navigate Applicant Tracking Systems (ATS) and showcase your qualifications, making you stand out as a top-tier candidate.
Job Description Dissection:
Unpack the job posting with expert analysis, ensuring your application hits every key requirement.
Bespoke Cover Letter:
Capture the attention of hiring managers with a personalized cover letter that highlights how your skills align perfectly with the job's needs.
Interview Mastery:
Prepare for interviews like a pro with likely questions, strategic answers, and insightful questions for you to ask, setting you apart as an informed candidate.
Direct Application Insights:
Receive tailored advice on the best places to apply, ensuring your applications are seen by the right employers.
Skills and Gaps Assessment:
Identify and close critical skills gaps to position yourself as the best-fit candidate for your ideal job.
Personalized Email Pitch:
Make a memorable first impression with an email template crafted to engage potential employers and initiate meaningful conversations.
In-depth Research Guide:
Leverage comprehensive research tools to gather effective insights on companies, industry trends, and role-specific challenges.
Detailed Company Analysis:
Gain in-depth understanding of your prospective employer, giving you the edge in applications and interviews.
Strategic Candidate Overview:
Understand your unique value and why companies would want to interview you, highlighting your background and positioning.