Customer Care Supervisor

3 months ago

Hyderabad Telangana, India Experian Full time

**Company Description**
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 17,800 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 listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

**Job Description** What you’ll be doing**
- Coordinates day-to-day operations and administering company policies and procedures through subordinate exempt and non-exempt staff. Includes assigning work, monitoring and reviewing progress and accuracy of work, training, directing efforts and providing technical guidance on complex issues.
- 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.
- Oversees profile database system maintenance. Develops, implements and monitors database maintenance methods and procedures to ensure the integrity of consumer credit profile information.
- Oversees the processing of public record transactions requested by subscribers and as required by exceptions
- Responds to escalated consumer issues. Produces consumer dispute reports and provides technical and analytical support to internal departments in the handling of the dispute process. Ensures pertinent data is readily available to internal users for the review and resolution of consumer dispute issues.
- Oversees the daily workflow, assesses available resources determines work allocations and makes employee work assignments. Collaborates with management and staff to develop and administer employee work schedules.
- Develops, coaches and motivates staff to achieve departmental goals. Provides guidance to employees when responding to changing business conditions.
- Monitors compliance and personnel performance metrics. Ensures data for reporting is accurate, timely and adheres to standards.
- Implements and administers staff incentive programs. May provide recommendations on incentive programs to senior management.
- Organizes and facilitates staff meetings regarding team performance, recognition and information exchange.

**Qualifications**
- Bachelor’s degree or equivalent experience (Formal university studies is a plus)
- Strong experience in call center environment
- 2-4 years of functional experience
- 2-4 years managing and motivating teams
- 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
- Strong English skills verbal and written) communication skills
- Good project management skills
- Good leadership skills
- Good coaching and developing skills
- Strong change management skills

**Additional Information** Who are Experian?**

We unlock the power of data to create opportunities for consumers, businesses and society. At life’s big moments - from buying a home or car, to sending a child to university, to growing a business exponentially by connecting it with new customers - we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity.

For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish - and we’re not done. Our 17,000 people in 37 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.

To learn more about our culture and what it’s really like to work here, check out our LinkedIn and social media channels using the hashtags #ExperianLife and #ExperianWay.

**Why choose us?**

Our colleagues’ health and wellbeing are a top priority for us, that’s why our reward, benefits and wellbeing programmes are designed so you can come to work feeling your very best self. Our benefits focus on health, money and lifestyle so you can tailor your benefits to your own personal needs. Whether it’s your physical and mental wellness, getting to work or planning for the future, we have a range of flexible options to have you covered

We are committed to building an inclusive culture and to creating an environment where people can balance successful careers

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