Bilingual Consumer Operations Lead (Hybrid)

TransUnion LLC; Chicago (IL); Hybrid; USD 72,300 - 105,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with match

Employee Stock Purchase Plan (ESPP)

Tuition reimbursement

Paid time off / PTO

Paid parental leave

Job summary

TransUnion is seeking a leader for the Consumer Operations Support group. This hybrid role involves regular work both virtually and in-person at a TransUnion office location for a minimum of two days per week.

You will supervise a high-volume call center, coach teams, and drive KPIs such as AHT, QA, and hold time while ensuring a white-glove customer experience. The role emphasizes coaching, development, and process improvements within a fast-paced financial services context.

Qualifications

• Minimum 3+ years of leadership experience in a fast-paced call center.
• Proven ability to coach, develop, and lead high-performing teams.
• Experience in a customer-facing call center environment, preferably in consumer credit reporting or a financial institution.
• Demonstrated ability to drive innovation and address concerns proactively.

Responsibilities

• Lead and coordinate a high-volume customer support team.
• Coach and develop associates through regular reviews and feedback sessions.
• Manage escalations for English and Spanish customers.
• Monitor KPIs such as AHT, QA, hold time, and adherence.

Skills

Leadership

Coaching

Bilingual Spanish/English

Data analysis

Excel advanced

Education

Bachelor's degree (preferred)

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

TransUnion is seeking a leader for the Consumer Operations Support group. This hybrid role involves regular work both virtually and in-person at a TransUnion office location for a minimum of two days per week.

You will supervise a high-volume call center, coach teams, and drive KPIs such as AHT, QA, and hold time while ensuring a white-glove customer experience. The role emphasizes coaching, development, and process improvements within a fast-paced financial services context.