Equifax
posted about 1 month ago
Equifax is seeking a Technical Product Support Manager to lead our technical services customer care team, primarily focused on supporting our Affordable Care Act (ACA) product. This role is pivotal in ensuring that our team delivers exceptional service to our clients while also fostering a positive and productive work environment. The Manager will be responsible for coaching team members, resolving operational issues, and serving as a vital link between the customer care team and upper management. The ideal candidate will possess a strong understanding of processes and will be results-driven, with a focus on customer engagement and communication skills. In this position, you will provide guidance and management direction by setting clear goals, coaching team members, monitoring their progress, and recognizing their achievements to enhance employee engagement and productivity. You will also be tasked with identifying and resolving day-to-day operational and technical management issues, such as scheduling and workload balancing, while acting as an escalation point for customer issues. Your role will involve driving metrics reporting and making informed decisions that will improve processes and the overall services provided to our clients. Client satisfaction is a primary responsibility, and you will be accountable for programs that establish and maintain quality standards for existing products and services. Collaboration is key, as you will work cross-functionally with other departments to resolve issues by engaging colleagues, partners, and clients in a consultative manner. Additionally, you will participate in the hiring and training of new employees, ensuring adherence to legal and company policies and procedures, and engaging in performance discussions as necessary with team members.