Team Overview

The Consumer Operations team serves as a trusted resource for resolving complex consumer concerns, supporting credit-related inquiries, fraud cases, and specialized service needs. Team members play a critical role in driving operational excellence, customer satisfaction, and meaningful service outcomes

This role reports directly to the Senior Manager of the Consumer Operations Support division. 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.

Role Overview and Core Responsibilities

• Lead and coordinate a high-volume customer support team, managing complex escalations for English- and Spanish-speaking customers while ensuring timely resolution and a white-glove customer experience.
• Partner with the Business Manager to oversee daily operations, workflow management, staffing, and resource allocation to meet service level and business objectives.
• Supervise day-to-day call center operations, ensuring high-quality customer service, operational efficiency, and effective escalations management.
• Drive team performance and accountability by monitoring and managing key operational KPIs, including AHT, CX, QA, adherence, hold time, and silent time.
• Monitor productivity, quality, and work standards while identifying opportunities to improve team effectiveness and customer outcomes.
• Deliver structured coaching through call reviews, side-by-side observations, feedback sessions, and real-time performance guidance.
• Conduct regular one-on-one coaching sessions, leveraging data insights to identify performance gaps, reinforce strengths, and implement development plans.
• Mentor and develop Associate Leads through coaching, training support, and leadership guidance to strengthen succession readiness and team capability.
• Foster a high-performing and engaged culture through performance management, recognition programs, corrective counseling, and employee development initiatives.
• Support hiring, interviewing, onboarding, and training efforts while identifying trends, recommending process improvements, and serving as a subject matter expert on key operational initiatives.

Required Knowledge and Experiences

• Minimum 3+ years of leadership experience in a fast-paced call center environment, with demonstrated ability to manage performance against KPIs
• Proven ability to coach, develop, and lead high-performing teams, including performance and behavioral management
• Prior experience in a customer-facing call center environment, preferably within consumer credit reporting or a financial institution, with direct supervisory experience
• Demonstrated ability to drive innovation, proactively address business and employee concerns, and maintain departmental quality standards
• Ability to manage multiple priorities in a fast-paced, regulatory, technical, and administrative environment

Required Technical Skills

• Strong skills in motivation, team building, problem-solving, and data analysis
• Effective interpersonal, leadership, and communication skills (verbal and written), with the ability to collaborate and influence
• Advanced skills in Microsoft Excel, Word, and PowerPoint
• Strong follow-up, accountability, and teamwork skills, with an independent, solution-oriented mindset
• Bilingual proficiency in Spanish and English required

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:

• Demonstrated ability to maintain strict confidentiality across all personnel, performance, and business matters
• Bachelor’s degree from an accredited college or university preferred
• Prior Consumer Operations Support experience is a plus

Benefits that support every part of your life:

At TransUnion, we design benefits to help youfeel well, do well, and plan wellfrom day one.

For Your Health: Enjoyday-one eligibilityfor medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose taxadvantagedHSAandFSAaccounts to make everyday care more affordable.

For Your Protection: Weve got your back withcompanypaid basic life and AD&D, optionalvoluntary life and AD&Dfor you and your family, andshortand longterm disability. You can also opt into alegal plan,pet insurance, andtravel accident coverage.

For Your Family: Fromadoption assistance and fertility planning coveragetocaregiver support, were here for every chapter. AccessDependent Care FSA for possibility of an employer match, a complimentaryCare[redacted]membership, andup to 12 weeks of paid parental leavewith eligibility for a thoughtful, gradual return.

For Your Future: Build toward whats next with our401(k) with employer matchandEmployee Stock Purchase Plan (ESPP). Tapfinancial wellness resources,career coaching, and optionallongterm care insuranceto plan confidently.

For You: Grow and recharge withtuition reimbursement,flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employeediscounts,charitable gift matching, andpaid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness: Access24/7 supportincluding professionaltherapy,coaching, and emotional wellbeing programs alongside guided meditation and resources that supportphysical, mental, social, and financial wellness.

Pay Scale Information:

The U.S. base salary range for this position is $72,300.00 - $105,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individuals education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnions annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion9s Internal Job Title:

Lead, Consumer Operations Support

Company:

TransUnion LLC