Call Centre Team Leader - TransUnion

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage, or working with law enforcement to make neighbourhoods safer, we are improving the quality of life for individuals, families, communities, and local economies around the world.

The Voice Team Lead is responsible for supporting and managing a team of call centre associates that answer inbound phone calls within the GCC, in order to support both customers and consumers who use the TransUnion Services. In addition, the candidate will need to be closely aligned with the offshore operation teams to ensure consistency and knowledge of vertical products and services.

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What You'll Bring:

What you will do:

• Responsible for managing the day to day operations of the Consumer supporting voice/data teams, by leading and managing the teams to provide best in class customer service experience, in ensuring that your team is being measured and coached in accordance with their job requirements, metrics and HR policies.
• Anticipate customer needs and 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 KPI’s and ensure that correct procedures are being followed
• Hold agents accountable for their performance within the call center by recognizing high performance and reward accomplishments.
• 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 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 timeous manner by responding to and resolving issues and/or unique or complex requests
• Identify any system and workflow improvements to enhance teams 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.

What you will bring:

• 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)
• At least 5 years of customer service experience in an inbound voice call centre
• At least 3 – 4 years’ experience in leading a customer service team with multiple members as well as multiple processes (Previous experience in managing remote teams will be advantageous)
• Above average oral and written communication skills and must have a sense of comfort with their presentation skills
• 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 team work and have strong coaching skills in order to coach teams effectively
• Must have strong attention to detail, ability to plan and problem solve and make relevant decisions
• Must have good organizational skills

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• The ability to learn fast, work under pressure in a fast paced environment and adapt quickly with the goal of becoming and SME on all processes
• Comfort level with general technical skills
• Experience in people development
• 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 whilst determining when to escalate and issue
• Fluency in English