Company Description
**About us, but we'll be brief**
Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years we've been named in the **100 "World's Most Innovative Companies" by Forbes Magazine**.
**Job Description**:
**Support Readiness Coordinator**
**Location: Heredia, Costa Rica (hybrid)**
The Support Readiness Coordinator is responsible for the execution and implementation of client commitments related to Call-Center and overall Incident Response Campaign Customer Support. The Support Readiness Coordinator will oversee campaign implementation by managing project plans, coordinating activity across departments, and monitoring risks, issues, and action items. This person thrives in an ever-changing, fast-growing environment. This position requires extensive contact center operational knowledge, a proactive personality, the ability to make smart, independent decisions and the willingness to manage deliverables across teams and priorities.
**ESSENTIAL FUNCTIONS**:
- First Call-Center Customer Support point of contact for Client Engagement Managers when a client experiences a breach
- Ensure all Call-Center Customer Support materials are delivered on time and error free to all appropriate teams
- Respond to urgent customer support events and deadlines with a level head, establish a high level of organization to keep all parties focused and coordinated
- Daily collaboration with Business Operations, Client Engagement Managers, and other internal teams during implementation of breach response
- Document and collaborate on best practices to respond to client needs and implementing client breach responses
- Support Client Services as needed to deliver services within the Reserved Response program with quality, accuracy, and high customer satisfaction.
- Work directly with the Incident Response Team and client to finalize all Customer Support deliverables for an incident
- Work closely with the Reporting Team to deliver call-center and client escalation reports to client
- Estimate and monitor timelines and other resource requirements and take action when significant deviations occur
- Prepare and maintain project plans and track activities against the plan
- Build and maintain a high-performing implementation team that achieves results
- Serve as an escalation point for implementation issues
- Facilitate the continuous improvement of Customer Support implementation methodology
- Develop and mentor implementation resources to deliver the best quality implementation services
- Manage high-level client escalations
- Understand operational capabilities of our Incident Response organization
- Consult and prepare the client to take necessary steps to respond to an incident
- Utilize lessons learned from each client engagement to improve service delivery
- Manage and track all breach implementation activities including kickoff calls, issues management, change management, and reporting.
- Collaborate with the Customer Services and Support department to address and resolve customer issues and continuous improvement of breach implementation
**Qualifications**:
**POSITION REQUIREMENTS**:
**Knowledge/Skills/Abilities**:
- Strong call center and customer focus
- Professional demeanor, business maturity and confidence and ability to present to top ranked attorneys and C level executives with enterprise corporations
- Comfortable making decisions and providing clear and authoritative direction
- Problem solving, decision making, follow through and resolution
- Strong Communication skills both verbal and written
- Managing and improving processes
- Ability to work cross-functional to drive business results across multiple organizations
- Ability and experience operating confidently in an emergency response environment with flexibility and strong execution
- Self-motivator with high energy who enjoys working both collaboratively and autonomously
- Strong oral and written communication skills as well as presentation skills
- Ability to prioritize tasks and keen attention to detail
- Ability to work outside of the confines of traditional work day and work week is required
- Must be proficient with MS Office, MS Excel, MS Outlook
- Familiarity with web technologies and Salesforce a plus
- Professional demeanor, business maturity and confidence with the ability to facilitate meetings and present to executives and cross-functional departments.
- Ability to work outside of the confines of a traditional work day and work week is required
**Education/Experience**:
- Understanding of Contact Center operations
- BS/BA degree or equivalent experience preferred
**Work Environment**:
- Call center work environment
- Classroom setting
**Perks**:
- Experian employees are
