Job Details

Associate Lead, Consumer Operations Support

We are seeking a bilingual (English and Spanish) Voice Team Lead based in Costa Rica to manage a team of call center associates handling inbound calls within the Global Contact Center (GCC). This fully remote position supports both customers and consumers using TransUnion services. The ideal candidate will collaborate closely with offshore operations teams to ensure alignment and consistency across 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).
• External candidates must have at least 34 years of experience leading customer service or technical support teams, preferably including remote team management.
• Fluent in English and Spanish, with strong oral and written communication and presentation skills.
• Proactive, solution-oriented mindset with strong coaching and team-building skills.
• Intermediate knowledge of Microsoft Office programs such as outlook, Word, Excel, PowerPoint, etc.
• Promote teamwork, strong attention to detail, organizational skills, and decision-making ability.
• Must have a strong attention to detail, ability to plan and problem solve and make relevant decisions.
• Must have good organizational skills.
• The ability to learn fast, work under pressure in a fast paced environment and adapt quickly with the goal of becoming and SME on all processes.
• Proven experience in people development and performance management.
• Collaborative mindset with the ability to work cross-functionally to achieve objectives.
• Ability 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.
• This 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.

Impact You'll Make:

• Responsible for managing the day to day operations of the Consumer supporting voice teams, 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 followed.
• Hold 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 taking.
• Through your proven experience drive constant improvement of customer service through call listening, quality checking, coaching and feedback and maintain required coaching records and one on one minutes.
• Work with team to establish clear goals and targets, thus creating a sense of ownership, complete annual reviews and assist employees in resolving any issues.
• Mentor and develop team members to surpass their potential by creating and completing development plans for each individual, therefore creating clear growth paths.
• Serve as escalation support, handling complex or supervisor-level customer interactions promptly and effectively.
• Identify 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 hours.
• Participate and lead in QA and other operational meetings to ensure that teams meet and exceed all call metrics.