Operations Team Lead

🔥 14 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TransUnion

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1968

💼 Consulting

📣 Marketing

📦 Logistics

💰 Post-IPO Debt on 2018-04

Consulting • Marketing • Logistics

TransUnion is a global credit information and insights company based in the United States. It offers a range of products and services related to credit monitoring, identity theft protection, and credit report management, including free annual credit reports, fraud alerts, and credit freezing services. TransUnion uses the VantageScore® 3. 0 model to provide credit scores, although lenders may use different models to assess creditworthiness. It provides powerful tools for consumers to manage and understand their credit health, such as credit monitoring with alerts and ID theft insurance. TransUnion serves various industries, including financial services, automotive, and media, and is committed to financial inclusion, data security, and consumer privacy. It also provides business solutions for credit portfolio management, customer acquisition, debt recovery, and fraud prevention.

📋 Description

• Lead a team of 12 to 16 Incident Coordinators through coaching, goal setting, feedback, performance reviews, training, and development • Establish performance expectations and drive results across productivity, efficiency, effectiveness, quality, customer experience, and First Contact Resolution • Monitor customer service calls, complete Quality Assurance scoring, and provide constructive coaching • Build colleague engagement and morale through an inclusive team environment and TransUnion’s core values • Resolve escalated customer matters and recommend improvements to products, technology, processes, and operating procedures • Support daily service delivery by managing a small case portfolio when required • Make critical operational decisions, address workflow or quality concerns, and identify service risks • Coordinate staffing coverage for unplanned absence and support paid time off planning • Escalate service-level or shift-coverage risks to management • Complete payroll activities, performance tracking, ad hoc reporting, Jira ticket management, and team records • Promote compliance with governance requirements, policies, and Standard Operating Procedures • Support operational projects and communicate process updates to the team

🎯 Requirements

• Previous experience leading a team in a fast-paced contact center • Experience with coaching, performance management, colleague development, and consistent customer service delivery • Ability to drive team results across productivity, efficiency, effectiveness, quality, and First Contact Resolution • Strong people-management and leadership skills • Ability to build engagement, establish accountability, provide constructive feedback, and develop team members with different learning needs • Effective communication and collaboration skills • Ability to engage colleagues and stakeholders at different organizational levels • Sound judgment and personal accountability • Ability to manage customer escalations and make critical day-to-day decisions • Working knowledge of Jira • Ability to use contact center call-monitoring and Quality Assurance processes • Ability to interpret and track contact center KPIs • Knowledge of identity theft, identity protection, data security incidents, or related customer-support services • Experience supporting operational projects and recommending improvements • Experience training colleagues and communicating changes to Standard Operating Procedures • Ability to learn new systems quickly and adapt training or coaching approaches • Experience supporting workforce coverage, paid time off planning, payroll administration, and operational reporting

🏖️ Benefits

• 26 days annual leave and bank holidays (increasing with service) • Global paid wellness days off • Bonus day off to celebrate your birthday • Generous contributory pension scheme • Access to the TransUnion Employee Stock Purchase Plan • Private health care • Physical, mental and financial fitness wellbeing programmes • Access to mindfulness tools • Access to diversity forums and communities • Training and development opportunities • Flexible working policies and practices • Reasonable adjustments to the recruitment process • Bonus scheme