Bilingual Consumer Operations Lead | CX & Coaching

TransUnion LLC; Washington (District of Columbia); Hybrid; USD 72,300 - 105,000; Full time

Benefits offered by this job

Health, dental, vision coverage

401(k) with company match

ESPP

Paid time off & holidays

Wellness programs

Job summary

TransUnion LLC is seeking a leader for the Consumer Operations Support group in a hybrid role, requiring office presence at least two days per week and reporting to the Senior Manager. You will guide a high-volume customer support team, manage escalations for English- and Spanish-speaking customers, and partner with the Business Manager to meet SLAs.

The role emphasizes coaching, KPI oversight, and process improvements, with a strong focus on a positive, compliant customer experience.

Qualifications

• 3+ years of leadership in a fast-paced call center with KPI focus.
• Ability to coach, develop, and lead high-performing teams.
• Experience in customer-facing call center in consumer credit or financial services.
• Drive innovation and address concerns proactively while maintaining quality.
• Manage multiple priorities in a fast-paced, regulatory environment.

Responsibilities

• Lead and coordinate a high-volume customer support team.
• Oversee daily operations, staffing, and resource allocation.
• Supervise call center operations with focus on service quality.
• Monitor KPIs such as AHT, CX, QA, hold time, and silent time.
• Provide structured coaching through reviews and feedback sessions.
• Mentor Associate Leads and support hiring, onboarding, and training.

Skills

Leadership

Coaching

Team leadership

Data analysis

MS Excel

PowerPoint

Bilingual Spanish-English

Communication

Education

Bachelor's degree

Tools

MS Excel

Word

PowerPoint

Job description

TransUnion LLC is seeking a leader for the Consumer Operations Support group in a hybrid role, requiring office presence at least two days per week and reporting to the Senior Manager. You will guide a high-volume customer support team, manage escalations for English- and Spanish-speaking customers, and partner with the Business Manager to meet SLAs.

The role emphasizes coaching, KPI oversight, and process improvements, with a strong focus on a positive, compliant customer experience.