Operations Team Lead; Sontiq

Sontiq is Trans Union's identity protection and cyber safety business, helping consumers affected by identity theft, fraud, and data breaches protect and restore their identities through expert support and guidance. The team’s Incident Coordinators provide customer care, guidance, and ongoing support within a fast-paced, structured contact center environment, helping Trans Union and Sontiq deliver dependable service when customers need it most.

The Operations Team Lead is responsible for leading a team of 12 to 16 Incident Coordinators and maintaining a customer-focused, inclusive, and high-performing environment.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

• Lead a team of 12 to 16 Incident Coordinators through daily coaching, clear goal setting, regular feedback, performance reviews, training, and development.
• Establish clear performance expectations and drive sustained results across productivity, efficiency, effectiveness, quality, customer experience, and First Contact Resolution measures.
• Monitor customer service calls, complete Quality Assurance scoring, and provide timely, constructive coaching to support consistent service execution and colleague development.
• Build and maintain colleague engagement and morale by promoting an inclusive team environment, modelling Trans Union’s core values, and demonstrating professionalism in challenging situations.
• Resolve escalated customer matters and use insights from escalations to coach team members and recommend improvements to products, technology, processes, and operating procedures.
• Support daily service delivery by managing a small case portfolio when required, making decisions in critical operational situations, addressing workflow or quality concerns, and identifying service risks.
• Coordinate staffing coverage for unplanned absence, support paid time off planning, and elevate potential service-level or shift-coverage risks to management.
• Complete operational administration, including payroll activities, performance tracking, ad hoc reporting, Jira ticket management, and other required team records.
• Promote compliance with governance requirements, policies, and Standard Operating Procedures, while supporting operational projects and communicating process updates to the team.

• Previous experience leading a team in a fast-paced contact center, with responsibility for coaching, performance management, colleague development, and consistent customer service delivery.
• Demonstrated ability to drive team results across productivity, efficiency, effectiveness, quality, and First Contact Resolution while maintaining a strong customer focus.
• Strong people‑management and leadership skills, including the ability to build engagement, establish accountability, provide constructive feedback, and develop team members with different learning needs.
• Effective communication and collaboration skills, with the ability to engage colleagues and stakeholders at different organizational levels and contribute to a cohesive operating environment.
• Sound judgment and personal accountability, with demonstrated ability to manage customer escalations, make critical day‑to‑day decisions, and balance customer needs with enterprise priorities.

• Working knowledge of Jira for reviewing, managing, tracking, and escalating operational report tickets.
• Ability to use contact center call‑monitoring and Quality Assurance processes to evaluate customer interactions, complete quality scoring, and provide evidence‑based coaching.
• Ability to interpret and track contact center Key Performance…