{"id":3208243,"url":"https://alion.io/job/equifax-ops-supervisor","title":"OPS Supervisor","company":{"id":4816,"name":"Equifax","domain":"equifax.com","url":"https://alion.io/company/equifax","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":14,"ghost_share":0,"stale_share":0.929,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Heredia, Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18500,"max_usd":46000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5845},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Machine Learning","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-20T00:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-30T05:50:37Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Job Description: As theSupervisor 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\nWhat You'll Do\nFront-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.\nQuality & Predictability: Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.\nDirect Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.\nReal-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.\nQuality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.\nProcess Adherence: Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.\nCross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.\nTeam Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.\nWhat Experience You Need\nFront-Line Leadership: 2-4 years of experience as a team lead or supervisor in a contact center, customer support, or technical onboarding environment.\nB2+ English proficiency.\nEducation: Associate’s or Bachelor’s degree in Business, Systems, or related field (or equivalent hands-on experience).\nTechnical & Queue Familiarity: Practical experience working with CRM/ticketing platforms, telephony software, and data management systems.\nCoaching & Quality Control: Demonstrated ability to perform QA reviews, mentor team, and deliver constructive performance feedback.\nProblem-Solving Skills: Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly.\nAI Adoption: Proficiency in leveraging AI tools, machine learning applications, and automation to streamline workflows and enhance productivity.\nCommunication Skills: Excellent verbal and written communication skills in both \nEnglish and Spanish to interact with US counterparts and local teams effectively.\nWhat could set you apart\nProcess Improvement Skills: Experience with methodologies like Lean Six Sigma or Agile to actively improve workflows, rather than just managing them.\nAdvanced Systems Knowledge: Power-user experience or certifications with major CRM, ticketing, and workforce management platforms (e.g., Salesforce, Zendesk, Genesys).\nData & Analytics: The ability to build custom reports (using Advanced Excel, Tableau, etc.) to track queue performance, forecast volume, and spot bottlenecks.\nB2B Tech Experience: A background specifically managing complex technical onboarding or SaaS software implementations.\nChange Management: A proven track record of guiding teams through rapid growth, system migrations, or building new processes from scratch.\nPrimary Location:\nCRI-HerediaFunction:\nFunction - 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