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Client Care Manager - Business Information Services

Experian is an Equal Opportunity Employer Including Disability/Veterans Job Number: 188617

Description

Responsibilities:
• Manages team financial and operational objectives. Coordinate day to day team workflow & operations, administering company policies and procedures through staff of Client Care Ambassadors and Consultants.
• Assigning work, monitoring and reviewing progress and accuracy of work, training, directing efforts and providing guidance on complex issues.
• Partners with Sales, Product Management and Senior Leadership Team to generate revenue opportunities, negotiate problem resolution, improve on efficiencies and increase customer satisfaction and retention.
• Resolves disputes and responds to escalated issues.
• Monitor team output to insure client interactions are delivered with high quality and within expected timeframes.
• Develop staff through training, coaching and performance management.
• Conducts and reports operational metric analysis and measurement reporting to evaluate the effectiveness of operations.
• Active participant in EmPower Initiatives: recommending process improvements and the application of automation to enhance productivity, efficiency and customer satisfaction.
• Responsible for performance management process, hiring and termination decisions.
• Oversee teams in US and Costa Rica.
• Partner with other Global counterparts in NA and beyond.

Knowledge, Experience & Qualifications

• Bachelor’s degree preferred
• 2-4 years of functional experience including supervision of support staff
• Excellent knowledge of Experian’s breadth of product and services across CSDA & BIS preferred.
• Prior Sales, Sales Support, Sales Operations or Product Marketing experience preferred.
• Strong customer service skills.
• Proven ability to lead a team.
• Good Leadership skills
• Strong problem solving and analytical skills.
• Good oral and written communication skills.
• Good organizational and project management skills.
• Previous Leadership experience
• Basic PC skills.