Call Centre Manager

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What We'll 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 You'll 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 TransUnion’s commitment to providing exceptional customer service and consumer support.

Impact You'll Make:

• Assertively align the existing associate KPI performances with established targets. 
• Overcoming challenges associated with remote based workers such as a lack of face-to-face supervision, home distractions, and connectivity interruptions. 
• Exemplify Consumer Service through coaching and mentoring of Lead Associates to ensure delivery of superior experiences to all consumers/customers.
• Responsible for efficient KPI delivery for all channels of consumer support and newly onboarded associates through effective people and process management.
• Establishing targets, delivery criteria and measures for performance and ensures each team is engaged and tracking to clearly defined goals. 
• Representing the GCCI at monthly/quarterly business reviews and presenting to Leadership as and when needed. 
• Provide opportunities for growth and development for upcoming leaders in the TU business through continuous feedback, mentoring, coaching and support. 
• Reviewing current GCCI environment to identify opportunities in tools, processes, and talent, to make recommendations towards increased quality and efficiency.
• Actively participate and provide consultation on various special projects related to regulations, performance improvement, and cost savings while providing feedback regarding strengths and weaknesses.
• Collaborating with local and international leadership to build the TransUnion brand awareness and company culture with each associate within the GCCI.
• Providing root cause analysis, action plans, performance improvement tracking accordingly when service disruptions affect KPI’s. 
• Cooperate with WFM to define staffing requirements based on business needs and budget. Analyze trends and make recommendations in relation to call/chat volume, shrinkage, attendance, and attrition.
• Provide a road map for individual and collective department performance and development.
• Support continuous improvement by working with other TransUnion/GCC managers to achieve consistently excellent customer and employee satisfaction.
• Make recommendations to Management to change/modify existing processes and procedures to ensure the business unit is conducting operations in compliance with all regulatory requirements as well as corporate SOPs, policies and internal process standards.
• Adhere to Corporate Compliance and Legal expectations regarding any internal or external audits or performance reviews.  
• Partner with Global Shared Services for Quality, Training and Workforce Management ensuring the teams are in line with global strategies and meets the unique needs of the business.
• Oversee associate onboarding/offboarding to confirm recruitment timelines are honored, equipment is functional/accounted for, and all Human Resources policies/procedures are followed.
• Any additional ad-hoc assignments as directed to meet the business needs.

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