Call Centre Manager

TransUnions Job Applicant Privacy Notice

What Well Bring :

This role based in the GCCI is responsible for contributing to the creation and execution of the Operations strategy within the Global Chat Team to drive operational efficiency. To lead and develop multiple teams work closely with International leaders TU business units and be accountable for delivering against expenses and meet operational targets. Responsible for leading initiatives that drive productivity efficiency and overall experience improvements for these teams through innovation new technologies and process improvement.

What Youll Bring :

• Instill a successful and positive culture via influence that is evidenced by low attrition high employee morale engaged associates and exceptional individual and team performance.
• Ensure teams are working efficiently by actively monitoring key performance indicator (KPI) targets including but not limited to service level CSAT transfer rate Chat Evasion average handle time occupancy schedule adherence etc.
• Coaching and leading team leads to exceed performance targets including customer experience quality productivity etc.
• Create a culture of continuous improvement
• Manage broader stakeholder management
• Collaborate closely with TransUnion subject matter experts to develop and implement solutions to improve operational efficiencies and consumer experience
• Coach and develop teams to ensure a strong succession pipeline for all levels
• Establishing a management structure that supports a virtual working model and ensure great associate performance.
• Demonstrating associates are following all legal / compliance / regulatory requirements.
• Recommending and implementing technology and process enhancements
• Maintaining TransUnions commitment to providing exceptional customer service and consumer support.

Impact Youll Make :

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Manager I Consumer Operations Support

Required Experience :

Manager

Key Skills

Corporate Paralegal,Car Driving,Design Engineering,Electrical Controls,Consultancy

Employment Type : Full-Time

Experience : years

Vacancy : 1