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Contact Center Process Owner / Engineer job

EquifaxAlpharetta, GA
Equifax jobs



Job Description

The Service Owner is responsible for the overall performance and effectiveness of assigned complex business processes or services offered by Consumer Care. This position will drive optimization across multi-channels (voice, eMail, mail, chat, etc), lead large collaboration events across internal teams (Operations, IT, Marketing, Security, Legal, Compliance, Reporting, etc), and author/ maintain associated policies and service scorecards as the subject matter expert (SME). Most importantly, the Process Owner is the primary champion of a low effort, high satisfaction customer experience that is aligned with the strategic direction of the business.


• Map, write, publish, and maintain complex processes in both BlueWorks (BPM) and company repositories; utilizing EFX documentation standards and templates

• Identify and address process breakdowns and system defects. Produce recommendations and associated business cases for end-to-end optimization of process/technology and coordinate resolution activities.

• Perform routine internal audits of processes.

• Lead and/or participate in large scale process/project activity as the SME, including LEAN and Customer Journey Mapping, to ensure alignment with existing or new processes.

• Recommend and implement automation and process efficiencies; updating processes where applicable. Incorporate process design, process risk assessment, piloting, and data analysis and reporting.

• Measure, report (daily, monthly, and quarterly), evaluate and improve service performance, quality, and CSAT.

• Proactively conduct and promptly respond to complex trending and analysis, implement corrective and preventative action plans, and follow up on assessing the ongoing effectiveness of implemented mitigation plans.

• Respond promptly to legal and compliance requests. Responsible to mitigate compliance observations with associated service/process.

Key Competencies/Skills:

• Ability to think critically and map complex processes in detail

• Ability to understand/utilize process maps, control charts, and other quality management tools

• Ability to conduct cost/benefit analysis

• Ability to deal with ambiguity and competing objectives in a fast paced environment

• Ability to develop scalable, high impact solutions

• Ability to translate massive data sets into actionable business results

• Ability to explain analysis results to senior stakeholders through verbal and written communications

• Ability to monitor and measure the effectiveness of processes

• Ability to engage with customers as needed

• Ability to Self-start, work independently and demonstrate an owner’s attitude towards our most important and complex data

Basic qualifications:

• Bachelor's degree required

• 5+ years of professional experience in a process improvement role using Lean/Six Sigma (preferred), innovative, creative, and flexible

• Experience preparing and presenting business case financials (Cost, Savings, ROI, NPV, etc)

• Knowledge of Equifax Systems (ACIS, ACRO, CCMS, GCMS, Salesforce, Siebel), previous experience with Exchanges and or US Consumer Services preferred service

• Experience with cross-functional teams with respect to implementation of project/program requirements

• Excellent verbal and written communication skills with the ability to present information concisely with supporting data

• Ability to communicate with both business and technical teams

• Proven problem solving and project management skills

• Outstanding attention to detail and organizational skills

Primary Location:

USA-Atlanta-One-Atlantic-Center USA-Atlanta JV White


Function - Project, Program and Process Management


Full time

Posted 30+ Days Ago

Full time


About Us

Equifax powers the financial future of individuals and organizations around the world. Using the combined strength of unique trusted data, technology and innovative analytics, Equifax has grown from a consumer credit company into a leading provider of insights and knowledge that helps its customers make informed decisions. The company organizes, assimilates and analyzes data on more than 600 million consumers and more than 80 million businesses worldwide, and its databases includes employee data contributed from more than 5000 employers.

Headquartered in Atlanta, Ga., Equifax operates or has investments in 21 countries in North America, Central and South America, Europe and the Asia Pacific region. It is a member of Standard & Poor's (S&P) 500® Index, and its common stock is traded on the New York Stock Exchange (NYSE) under the symbol EFX. Equifax employs approximately 9,200 employees worldwide.

Some noteworthy achievements for the company include: Ranked 13 on the American Banker FinTech Forward list (2015); named a Top Technology Provider on the FinTech 100 list (2004-2015); named an InformationWeek Elite 100 Winner (2014-2015); named a Top Workplace by Atlanta Journal Constitution (2013-2015); named one of Fortune’s World’s Most Admired Companies (2011-2015); named one of Forbes’ World’s 100 Most Innovative Companies (2015 - 2017). For more information, visit www.equifax.com

Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

Estimated annual salary



Company - Public




$2B to $5B


1505 Windward ConcourseAlpharetta, GA, 30005and others


Customer Service




Rick Smith

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