Support Operations Lead — Incident Management

TransUnion; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Annual leave

Bank holidays

Wellness days

Private healthcare

Pension scheme

Flexible working culture

Job summary

TransUnion is seeking an experienced Incident Operations leader to guide a team of 12-16 Incident Coordinators, coaching and developing talent while ensuring smooth service delivery.

You will drive performance across productivity, quality and customer experience metrics, and manage escalated customer matters with a calm, data-driven approach. Collaborate with cross-functional teams to resolve issues quickly and improve processes.

Qualifications

• Leadership experience in a fast-paced contact center.
• Strong people-management and communication skills.
• Working knowledge of Jira and contact center QA processes.

Responsibilities

• Lead a team of 12-16 Incident Coordinators with coaching and development.
• Drive performance across productivity, quality, and customer experience metrics.
• Support daily service delivery and manage escalated customer matters.

Skills

Leadership experience

People management

Communication skills

Contact center experience

QA processes

Tools

Jira

Job description

TransUnion is seeking an experienced Incident Operations leader to guide a team of 12-16 Incident Coordinators, coaching and developing talent while ensuring smooth service delivery.

You will drive performance across productivity, quality and customer experience metrics, and manage escalated customer matters with a calm, data-driven approach. Collaborate with cross-functional teams to resolve issues quickly and improve processes.