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Equifax

OPS Supervisor

  • CRI - Heredia
  • Full-time
  • Posted
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Skills

  • Agile
  • CRM
  • Communication
  • Customer Service
  • Leadership
  • Machine Learning
  • Microsoft Excel
  • Operations
  • Problem Solving
  • Salesforce
  • Six Sigma
  • Spanish
  • Tableau
  • Zendesk

Job description

Job Description: As the Supervisor of Global Operations , you will serve as the front-line leader responsible for direct team guidance, daily workflow coordination, and real-time operational support. Your primary objective is to ensure real-time SLA compliance, high customer satisfaction, accurate data processing, and active coaching for your team members

What You'll Do

•Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.
•Quality & Predictability: Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.
•Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.
•Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.
•Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.
•Process Adherence: Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.
•Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.
•Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.

What Experience You Need

•Front-Line Leadership: 2–4 years of experience as a team lead or supervisor in a contact center, customer support, or technical onboarding environment.
•B2 English proficiency.
•Education: Associate’s or Bachelor’s degree in Business, Systems, or related field (or equivalent hands-on experience).
•Technical & Queue Familiarity: Practical experience working with CRM/ticketing platforms, telephony software, and data management systems.
•Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor team, and deliver constructive performance feedback.
•Problem-Solving Skills: Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly.
•AI Adoption: Proficiency in leveraging AI tools, machine learning applications, and automation to streamline workflows and enhance productivity.
•Communication Skills: Excellent verbal and written communication skills in both
•English and Spanish to interact with US counterparts and local teams effectively.

What could set you apart

•Process Improvement Skills: Experience with methodologies like Lean Six Sigma or Agile to actively improve workflows, rather than just managing them.
•Advanced Systems Knowledge: Power-user experience or certifications with major CRM, ticketing, and workforce management platforms (e.g., Salesforce, Zendesk, Genesys).
•Data & Analytics: The ability to build custom reports (using Advanced Excel, Tableau, etc.) to track queue performance, forecast volume, and spot bottlenecks.
•B2B Tech Experience: A background specifically managing complex technical onboarding or SaaS software implementations.
•Change Management: A proven track record of guiding teams through rapid growth, system migrations, or building new processes from scratch.

Primary Location:

CRI-Heredia

Function:

Function - Fulfillment / Operations

Schedule:

Full time