Bulgaria wants you logo
Rotating arrow icon

Този профил е деактивиран.
Желаеш ли да активираш профила си отново?

Ще получиш имейл за активация

Работа в България?
Space Tower, бул. Цариградско шосе 86, София

Experian България


BSO Team Lead

Описание на длъжността

BSO Team Lead

  • Boulevard Tsarigradsko shose, Sofia, Bulgaria
  • Full-time
  • Department: Customer Service
  • Role Type: Hybrid
  • Employee Status: Regular
  • Schedule: Full Time

Company Description

We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.

We also help people to check their credit report and credit score, and protect against identity theft. In 2019, for the fifth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

We employ approximately 17,000 people in 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

Изисквания за длъжността

Job Description

  • Coaching team members
  • Actively promote and demonstrate the Heart of Experian mentality
  • Cooperate with Lead Analyst aiming to higher efficiency
  • Strong focus on Leadership standard and PFG concepts
  • Recognise weaknesses and utilise strengths of team members and colleagues
  • Own personal development plan and help with team members development plans
  • Awareness of  overall team’s availability
  • Cover management role when required
  • Implementing / leading key processes
  • Be agile in approach to clients (Internal and external) when needed
  • Actively seeking process improvements and encouraging analysts to challenge existing processes to continually evolve working practices.
  • Lead and champion Quality reviews
  • Lead Service Transition activities
  • Internal Stakeholder Management (Escalation and commercially related)
  • Working Awareness of team Objectives and KPI’s
  • Monitor to ensure USD and SWR’s are kept up to date with any progress
  • Actively manage, post and approve Knowledge base articles
  • Always keep the client up to date with progress on escalated or assigned cases
  • Peer & Senior level client management
  • Lead/participate in the change request process with regions/vertical markets
  • SLA awareness for BSO incidents and change requests
  • Ensure an exceptional level of customer service is delivered at all times by BSO
  • Promote Optimisation opportunities to regions/vertical markets
  • Provide solutions advice on EDA products
  • Allocate appropriate skilled resource to each task
  • Actively seeking revenue opportunities and efficiencies
  • Ensure that data capture is accurate and timely - Changepoint
  • Focus and driving key business KPI’s and targets (RFT, EBIT, Estimate accuracy, revenue targets etc.)
  • Comply with company rules and procedures and stay informed about their updates.



  • Ability to cope with delegated tasks
  • Intermediate presentational skills
  • Strong analytical and problem solving skills with a logical mind
  • Ability to multi-task, organise and prioritise
  • Excellent judgment, willingness to make decisions and ability to push back on others when required
  • Negotiating with and influencing internal and external stakeholders. (Process related)
  • Ability to work effectively with remote virtual teams
  • Ability to develop positive relationships with key stakeholders
  • Flexibility to travel in line with business needs
  • Need to be able to look at issues from a business perspective and then translate this into the technical application
  • Possess a working knowledge of Microsoft Office tool suite including Word, Excel, PowerPoint and Visio
  • Maintain a medium working knowledge of XML and EDA Products (3 in the skills matrix)
  • Degree or relevant experience and proven track record
  • Experience of working in a customer focused support function is required
  • Experience of programming beneficial
  • ITIL Foundation certificate
  • Knowledge on PM and AGILE management (Education Express)

Additional Information

  • Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books
  • Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time
  • Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme
  • Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events
  • Opportunity for Flexible working hours and Home Office

Топ компании

Още компании