What We'll Bring:Internal candidates interested should have been hired on or before January 2023 to be eligible.Open position in Costa Rica for a bilingual (English and Spanish) Associate Team Lead responsible for supporting and managing a team of call center associates who answer inbound phone calls and/or chats within the GCC, in order to support both customers and consumers who use the TransUnion Services. The position is full remote (WFH). In addition, the candidate will need to be closely aligned with the offshore operation teams to ensure consistency and knowledge of vertical products and services.What You'll Bring:High School/College Diploma or equivalent required in business or related field (Equivalent combination of work and educational experience may be substituted at the discretion of management).Bachelor's degree preferred in business or related field (Equivalent combination of work and educational experience may be substituted at the discretion of management) desirable.External candidates must have at least 2 years of experience leading Customer Service Teams.(Internal candidates interested should have been hired on or before June 2023 to be eligible).Above average oral and written communication skills and must have a sense of comfort with their presentation skills (English and Spanish)Must have a proactive and solution-oriented mindsetIntermediate knowledge of Microsoft Office programs such as outlook, Word, Excel, PowerPoint, etc.Must have the ability to promote teamwork and have strong coaching skills in order to coach teams effectivelyMust have a strong attention to detail, ability to plan and problem solve and make relevant decisionsMust have good organizational skillsThe ability to learn fast, work under pressure in a fast paced environment and adapt quickly with the goal of becoming and SME on all processesComfort level with general technical skillsThe ability to collaborate well with others in order to achieve required objectivesAbility to maintain required focus and flexibility within the organization as the individual will be required to perform multiple tasks whilst determining when to escalate and issue.Fluency in English and SpanishThis is a remote position for candidates in Costa Rica, which may require occasional in-person attendance at work-related events at the discretion of management.#RemoteImpact You'll Make:Responsible for managing the day to day operations of the Consumer supporting voice/data, by leading and managing the teams to provide best in class customer service experience, in ensuring that your team is being measured and coached in accordance with their job requirements, metrics and HR policies.Anticipate customer needs, proactively champion, and resolve customer issues in collaboration with relevant teams and resources.Develop and maintain a high level of knowledge about our industry, products and services to effectively support a team of customer service representatives.Create an inspiring team environment with high engagement and an open communication culture through regular one on ones, team meetings, team huddles/briefs and any other effective communications methods.Track, monitor and evaluate both team and individual performance on all metrics by producing daily, weekly and monthly status reporting on team and individual productivity and other KPI's and ensure that correct procedures are being followedHold agents accountable for their performance within the call center by recognizing high performance and reward accomplishments. Track associates' performance and act timely to address concerns and/or behaviors, hold associates accountable.Encourage creativity and risk takingThrough your proven experience drive constant improvement of customer service through call listening, quality checking, coaching and feedback and maintain required coaching logs and one on one minutesWork with team to establish clear goals and targets, thus creating a sense of ownership, complete annual reviews and assist employees in resolving any issues (If any)Mentor and develop team members to surpass their potential by creating and completing development plans for each individual, therefore creating clear growth pathsAct as Tier 2 escalation support for your team by handling escalated and supervisor-level communications from customers/consumers in a timeous manner by responding to and resolving issues and/or unique or complex requestsIdentify any system and workflow improvements to enhance teams efficiency by reviewing and creating process documents where required.Must work US business hours in support of US customers/consumers and must be open to rotational weekend shifts also during US business hoursParticipate and lead in QA and other operational meetings to ensure that teams meet and exceed all call metrics.TransUnion Job TitleAssociate Lead, Consumer Operations Support
