Call Centre Manager

As a Manager I, Consumer Operations Support at TransUnion, you will play a vital role in contributing to the creation and execution of the Operations strategy within the Global Chat Team. Your responsibilities will include leading and developing multiple teams, collaborating with International leaders and TU business units, and ensuring the delivery against expenses and operational targets. Key Responsibilities: - Instill a successful and positive culture within the teams by focusing on low attrition, high employee morale, and exceptional individual and team performance. - Actively monitor key performance indicators (KPIs) such as service level, CSAT, transfer rate, Chat Evasion, average handle time, occupancy, and schedule adherence to ensure efficient team performance. - Coach and lead team leads to exceed performance targets including customer experience, quality, and productivity. - Create a culture of continuous improvement and manage broader stakeholder relationships. - Collaborate with TransUnion subject matter experts to implement solutions for operational efficiencies and consumer experience enhancements. - Develop teams to ensure a strong succession pipeline at all levels and establish a management structure that supports virtual working models. - Ensure compliance with all legal, regulatory, and compliance requirements. - Recommend and implement technology and process enhancements to improve operational efficiency and customer support. Qualifications Required: - Demonstrated experience in leading teams and driving operational efficiency. - Strong communication and stakeholder management skills. - Ability to coach, mentor, and develop teams to achieve performance targets. - Proven track record of implementing process improvements and technological enhancements. - Knowledge of customer service best practices and continuous improvement methodologies. - Experience in working with remote teams and managing virtual working models. In this role, you will have the opportunity to align associate KPI performances with established targets, overcome challenges associated with remote workers, and ensure the delivery of superior customer experiences. You will also be responsible for providing growth opportunities for upcoming leaders, identifying opportunities for improvement, and collaborating with local and international leadership to enhance brand awareness and company culture. Please note that this is a hybrid position, requiring regular performance of job responsibilities both virtually and in-person at an assigned TU office location for a minimum of two days a week.,