Consumer Operations Team Lead (Bilingual SpanishEnglish)

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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

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

• Demonstrated ability to maintain strict confidentiality across all personnel performance and business matters
• Bachelors 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 andshort and longterm disability. You can also opt into alegal planpet 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 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 resourcescareer coaching and optionallongterm care insuranceto plan confidently.

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

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

We are committed to being a place where diversity is not only present it is embraced. As an equal opportunity employer all qualified applicants will receive consideration for employment without regard to race color religion sex national origin age disability status veteran status genetic information marital status citizenship status sexual orientation gender identity or any other characteristic protected by law. Additionally in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans Readjustment Assistance Act of 1974 TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnions Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting .

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law including the Los Angeles County Fair Chance Ordinance for Employers the San Francisco Fair Chance Ordinance Fair Chance Initiative for Hiring Ordinance and the California Fair Chance Act.

TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Adherence to Company policies sound judgment and trustworthiness working safely communicating respectfully and safeguarding business operations confidential and proprietary information and the Companys reputation are also essential expectations of this position.

The U.S. base salary range for this position is $72300.00 - $105000.00 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.

TransUnion Overview:

At TransUnion we encourage and are committed to creating a real positive impact and shared sense of purpose within our Workforce for Good which empowers our people to grow innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the drivers seat of their professional development while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; thats why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good youll work with great people pioneering products and cutting-edge technology.

TransUnions Internal Job Title:

Lead Consumer Operations Support

Company:

TransUnion LLC