Customer Service Operations Manager

hace 2 semanas


Santa Cruz, Costa Rica Transunion A tiempo completo

**Job Summary**

TransUnion is seeking a highly skilled and experienced Associate Lead, Consumer Operations Support to join our team. This role is responsible for managing the day-to-day operations of the Consumer supporting voice/data, by leading and managing the teams to provide best-in-class customer service experience.

**Key Responsibilities**

  • 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 KPIs and ensure that correct procedures are being followed.
  • Hold agents accountable for their performance within the call center by recognizing high performance and rewarding 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 logs and one-on-one minutes.
  • Work with the team to establish clear goals and targets, thus creating a sense of ownership, complete annual reviews, and assist employees in resolving any issues (if any).
  • Mentor and develop team members to surpass their potential by creating and completing development plans for each individual, therefore creating clear growth paths.
  • Act as Tier 2 escalation support for your team by handling escalated and supervisor-level communications from customers/consumers in a timely manner by responding to and resolving issues and/or unique or complex requests.
  • Identify any system and workflow improvements to enhance team 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.

**Requirements**

  • 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).
  • Above-average oral and written communication skills and must have a sense of comfort with their presentation skills (English and Spanish).
  • Must have a proactive and solution-oriented mindset.
  • Intermediate knowledge of Microsoft Office programs such as Outlook, Word, Excel, PowerPoint, etc.
  • Must have the ability to promote teamwork and have strong coaching skills in order to coach teams effectively.
  • 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 an SME on all processes.
  • Comfort level with general technical skills.
  • The ability to collaborate well with others in order to achieve required objectives.
  • Ability to maintain required focus and flexibility within the organization as the individual will be required to perform multiple tasks while determining when to escalate and issue.
  • Fluency in English and Spanish.

**Work Environment**

Remote



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