Associate Lead, T&e Call Center Operations
hace 1 semana
TransUnion's Job Applicant Privacy Notice
**What We'll Bring**:
**What You'll Bring**:
- The T & E Operations Team Lead supports the vertical businesses in the following ways:
- Developing and maintaining a high level of knowledge about our industry, products, and services to effectively support a team of customer service representatives.
- Ensuring representatives adhere to our established procedures and processes while also providing a best in class service experience to the customer.
- Holds agents accountable for their performance within the call center.
- Supervision of agent-specific performance throughout each day for smooth call center operations and long-term team and individual development.
- Handles escalated and supervisor level communications from customers and consumers.
- Produces daily, weekly and monthly status reporting on team individual productivity and overall KPI’s.
- Performs consistent and effective coaching sessions with all representatives to continue to increase representative knowledge and increase overall performance.
- Ensures all associates are accountable to following FCRA obligations.
- Must work U.S. business hours in support of U.S. customers and consumers.
- Must be open to rotational weekend shifts also during U.S. business hours to support U.S. customer and consumers.
**Impact You'll Make**:
- High school diploma or equivalent required
- Bachelor’s degree preferred
- At least 1-3 years of experience leading a customer service team with multiple team members.
- At least 5 years of customer service experience in an inbound voice call center
- Must have a proactive and solution-oriented mindset.
- Intermediate knowledge of Microsoft Office programs such as Outlook, Word, PowerPoint, etc.
- Basic understanding of modern technologies and communication platforms (examples: social media, smart phones, tablets, etc.)
- Comfort level with general technical concepts.
- Excellent verbal and written communication skills.
- Strong attention to detail.
- Quick to learn, with a goal of becoming a SME on an all processes.
TransUnion Job Title
Specialist I, Consumer Operations Support
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