Consumer Operations Team Lead (Bilingual Spanish/English)

About this role

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Team Overview The Consumer Operations team serves as a trusted resource for resolving complex consumer concerns, supporting credit-related inquiries, fraud cases, and specialized service needs. Team members play a critical role in driving operational excellence, customer satisfaction, and meaningful service outcomes

This role reports directly to the Senior Manager of the Consumer Operations Support division.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a 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 escalations 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

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in: • 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 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 : We’ve got your back with 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 : From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return. For Your Future : Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long‑term care insurance to plan confidently. For You : Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back. For Your Wellness : Access 24/7 support including professional therapy, coaching, and emotional well‑being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age,

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