Consumer Operations Team Lead; Bilingual Spanish​/English

Overview

Trans Union is seeking a leader for the Consumer Operations Support group. This hybrid role involves regular performance of responsibilities both virtually and in-person at a Trans Union office location for a minimum of two days per week. The role reports to the Senior Manager of the Consumer Operations Support division.

• 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 escalation management.
• Monitor and drive performance by overseeing KPIs such as AHT, CX, QA, adherence, hold time, and silent time.
• Assess productivity, quality, and work standards to identify opportunities to improve team effectiveness and customer outcomes.
• Provide structured coaching through call reviews, side-by-side observations, feedback sessions, and real-time performance guidance.
• Conduct regular one-on-one coaching using data insights to address performance gaps and development plans.
• Mentor and develop Associate Leads through coaching, training support, and leadership guidance to strengthen succession readiness.
• Foster a high-performing, engaged culture with performance management, recognition, corrective counseling, and employee development initiatives.
• Support hiring, interviewing, onboarding, and training efforts while identifying trends and recommending process improvements; serve as a subject matter expert on key operational initiatives.

• Minimum 3+ years of leadership experience in a fast-paced call center environment with a track record of managing 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, address business and employee concerns proactively, and maintain departmental quality standards.
• Ability to manage multiple priorities in a fast-paced, regulatory, technical, and administrative environment.

• 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 is required.

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

• Health:
  Medical, dental, and vision coverage from day one with options for dependent coverage and tax-advantaged accounts.
• Protection:
  Company-paid life and AD&D, optional voluntary life and AD&D, short- and long-term disability, legal plan, pet insurance, and travel accident coverage.
• Family:
  Adoption and fertility planning support, caregiver support, dependent care FSA, and up to 12 weeks of paid parental leave with eligible gradual return.
• Future: 401(k) with employer match, Employee Stock Purchase Plan (ESPP), financial wellness resources, career coaching, and optional long-term care insurance.
• You:
  Tuition reimbursement, flexible or paid time off, holidays, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off.
• Wellness: 24/7 support including therapy, coaching, and wellbeing programs.

EEO and Compliance:
Trans Union is an equal opportunity employer. Qualified applicants will be…