TransUnion - Operation Lead

TransUnion - Operation Lead

Objective :

- This document outlines the job duties that fall within the Tenant and Employment (T & E) Operations Team Lead job duties.

- This document also outlines the knowledge, skills and abilities necessary for the position.

- The primary objective of this position will be to support T & E operations in the GCC. Additionally, its critical that this candidate is closely aligned with the onshore operation teams to ensure consistency and knowledge of vertical products and processes.

Management :

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.

- Supervision of agent-specific performance throughout each day for smooth operations and long-term for 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 KPIs.

- Perform 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.

Knowledge, skills and abilities (KSAs) :

- Bachelors degree preferred

- At least 2-3 years of experience leading a team with multiple team members.

- At least 7 years of customer service experience

- 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.

- Collaborates well with others in an effort achieve objectives.

- Ability to maintain focus, flexibility, and organization.

- Comfortable working in fast paced environment.

- Able to complete or already completed training focused on coaching.