Consumer Operations Team Lead (Bilingual Spanish/English)

Overview Team Overview: The Consumer Operations team serves as a resource for resolving complex consumer concerns, supporting credit-related inquiries, fraud cases, and specialized service needs. Team members contribute to operational excellence, customer satisfaction, and meaningful service outcomes. This role reports to the Senior Manager of the Consumer Operations Support division. This is a hybrid position with in-person work at an assigned office location for a minimum of two days per week. Role Overview and Core Responsibilities Lead and coordinate a high-volume customer support team, managing complex escalations for English- and Spanish-speaking customers while ensuring timely resolution and a white-glove customer experience. Partner with the Business Manager to oversee daily operations, workflow management, staffing, and resource allocation to meet service level and business objectives. Supervise day-to-day call center operations, ensuring high-quality customer service, operational efficiency, and effective escalation management. Drive team performance and accountability by monitoring and managing key operational KPIs, including AHT, CX, QA, adherence, hold time, and silent time. Monitor productivity, quality, and work standards while identifying opportunities to improve team effectiveness and customer outcomes. Deliver structured coaching through call reviews, side-by-side observations, feedback sessions, and real-time performance guidance. Conduct regular one-on-one coaching sessions, leveraging data insights to identify performance gaps, reinforce strengths, and implement development plans. Mentor and develop Associate Leads through coaching, training support, and leadership guidance to strengthen succession readiness and team capability. Foster a high-performing and engaged culture through performance management, recognition programs, corrective counseling, and employee development initiatives. Support hiring, interviewing, onboarding, and training efforts while identifying trends, recommending process improvements, and serving as a subject matter expert on key operational initiatives. Required Knowledge and Experiences Minimum 3+ years of leadership experience in a fast-paced call center environment, with demonstrated ability to manage performance against KPIs Proven ability to coach, develop, and lead high-performing teams, including performance and behavioral management Prior experience in a customer-facing call center environment, preferably within consumer credit reporting or a financial institution, with direct supervisory experience Demonstrated ability to drive innovation, proactively address business and employee concerns, and maintain departmental quality standards Ability to manage multiple priorities in a fast-paced, regulatory, technical, and administrative environment Required Technical Skills Strong skills in motivation, team building, problem-solving, and data analysis Effective interpersonal, leadership, and communication skills (verbal and written), with the ability to collaborate and influence Advanced skills in Microsoft Excel, Word, and PowerPoint Strong follow-up, accountability, and teamwork skills, with an independent, solution-oriented mindset Bilingual proficiency in Spanish and English required Preferred Skills Demonstrated ability to maintain strict confidentiality across all personnel, performance, and business matters Bachelor’s degree from an accredited college or university preferred Prior Consumer Operations Support experience is a plus Benefits Benefits that support every part of your life: At TransUnion, we design benefits to help you feel well, do well, and plan well—from day one. For Your Health : Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax-advantaged HSA and FSA accounts to make everyday care more affordable. For Your Protection : Company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage. For Your Family : Adoption assistance and fertility planning coverage for caregiver support, access to Dependent Care FSA with potential employer match, a complimentary View email address on click.appcast.io membership, and up to 12 weeks of paid parental leave with eligibility for a gradual return. For Your Future : 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Financial wellness resources, career coaching, and optional long-term care insurance. For You : Tuition reimbursement, flexible time off or paid time off, up to 12 paid holidays, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off with corporate volunteer events. For Your Wellness : 24/7 support including professional therapy, coaching, and emotional well-being programs, plus guided meditation and resources for physical, mental, social, and financial wellness. We are committed to diversity and equal opportunity. All qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. TransUnion also participates in affirmative action for individuals with disabilities and protected veterans. Details are available upon request by contacting View email address on click.appcast.io. Qualified applicants with arrest or conviction records will be considered in accordance with applicable laws and ordinances. TransUnion complies with all applicable immigration laws. The company does not sponsor employment for this position. Applicants must be authorized to work in the United States on a full-time basis without employer sponsorship now or in the future. Adherence to company policies and safeguarding business operations are essential expectations of this position. Pay Scale Information The U.S. base salary range for this position is $72,300.00 - $105,000.00 annually. Regular, full-time non-sales positions may be eligible for TransUnion’s annual bonus plan, long-term incentives, and other compensation based on company guidance and plan documents. TransUnion Overview At TransUnion, we aim to create a real, positive impact and a shared sense of purpose within our Workforce for Good, empowering our people to grow, innovate, and contribute to a better future for communities and customers. We support flexible work, professional development, and collaboration across the globe. Be part of our Workforce for Good—work with great people, pioneering products, and cutting-edge technology. TransUnion Internal Job Title: Lead, Consumer Operations Support Company: TransUnion LLC #J-18808-Ljbffr 慨正橡扯