Customer Care Supervisor

**Company Description** Discover the Unexpected**

Experian is the world’s leading global information services company. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped businesses grow, consumers and small businesses gain access to financial services, and economies and communities flourish - and we’re not done.

Our 18k amazing employees in 40+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow.

To do this we employ the greatest and brightest minds that share our purpose and want to make a difference. Experian Asia Pacific's culture, people and environments are key differentiators. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, equity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. We’re committed to fostering a strong sense of belonging and a place where you can bring your true self to work.

Our uniqueness is that we truly value yours. We’re an award winning organisation due to our strong people first focus. This includes Top Employer and Great Place To Work accreditations.

**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** 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**

Experian Careers - Creating a better tomorrow together

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