Operations Team Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage a team of 12 to 16 Incident Coordinators through coaching, goal setting, feedback, performance evaluations, training, and development.

• Set performance benchmarks and drive outcomes in areas such as productivity, efficiency, effectiveness, quality, customer experience, and First Contact Resolution.

• Monitor customer service interactions, perform Quality Assurance assessments, and deliver constructive coaching.

• Foster colleague engagement and morale by cultivating an inclusive team atmosphere aligned with TransUnion’s core values.

• Address escalated customer issues and propose enhancements to products, technology, processes, and operational procedures.

• Support daily service operations by managing a small portfolio of cases as necessary.

• Make essential operational decisions, tackle workflow or quality issues, and identify potential service risks.

• Oversee staffing arrangements for unexpected absences and assist with paid time off planning.

• Notify management of any service-level or shift-coverage risks.

• Handle payroll tasks, performance tracking, ad hoc reporting, Jira ticket management, and maintain team records.

• Encourage adherence to governance requirements, policies, and Standard Operating Procedures.

• Assist with operational projects and relay process updates to the team.

⛳️ Requirements

• Prior experience in leading a team within a dynamic contact center environment.

• Proficiency in coaching, performance management, colleague development, and delivering consistent customer service.

• Capability to drive team performance in productivity, efficiency, effectiveness, quality, and First Contact Resolution.

• Strong leadership and people-management skills.

• Ability to foster engagement, establish accountability, provide constructive feedback, and develop team members with diverse learning preferences.

• Excellent communication and collaboration abilities.

• Competence in engaging colleagues and stakeholders across various organizational tiers.

• Sound judgment and personal accountability skills.

• Proficient in managing customer escalations and making critical daily operational decisions.

• Familiarity with Jira.

• Experience with contact center call-monitoring and Quality Assurance procedures.

• Ability to interpret and track contact center KPIs.

• Knowledge of identity theft, identity protection, data security incidents, or related customer support services.

• Experience in supporting operational projects and suggesting improvements.

• Background in training colleagues and communicating updates to Standard Operating Procedures.

• Quick learner with the ability to adapt training or coaching methods.

• Experience with managing workforce coverage, paid time off planning, payroll administration, and operational reporting.

🏝️ Benefits

• 26 days of annual leave plus bank holidays (increasing with service).

• Global paid wellness days off.

• Bonus day off for birthday celebrations.

• Generous contributory pension scheme.

• Access to the TransUnion Employee Stock Purchase Plan.

• Private health care.

• Wellbeing programs focused on physical, mental, and financial fitness.

• Access to mindfulness tools.

• Participation in diversity forums and communities.

• Opportunities for training and development.

• Flexible working policies and practices.

• Reasonable adjustments available during the recruitment process.

• Bonus scheme.