- Chennai, India
What We'll Bring:
This document outlines the job duties that fall within the Tenant and Employment (T & E) Operations Team Lead job duties. This document also outlines the knowledge, skills and abilities necessary for the position. The primary objective of this position will be to support T & E operations in TransUnion GCC. Additionally, it's critical that this candidate is closely aligned with the onshore operation teams to ensure consistency and knowledge of vertical products and processes.
What You'll Bring:
The T & E Operations Team Lead supports the vertical businesses in the following ways:
&bull Developing and maintaining a high level of knowledge about our industry, products, and services to effectively support a team of customer service representatives.
&bull Ensuring representatives adhere to our established procedures and processes while also providing a best in class service experience to the customer.
&bull Holds agents accountable for their performance.
&bull Supervision of agent-specific performance throughout each day for smooth operations and long-term for team and individual development.
&bull Handles escalated and supervisor level communications from customers and consumers.
&bull Produces daily, weekly and monthly status reporting on team individual productivity and overall KPI's.
&bull Perform consistent and effective coaching sessions with all representatives to continue to increase representative knowledge and increase overall performance.
&bull Ensures all associates are accountable to following FCRA obligations.
Impact You'll Make:
Knowledge, skills and abilities (KSA's)
&bull Bachelor's degree preferred
&bull At least 3 years of experience leading a team with multiple team members.
&bull At least 7-8 years of customer service experience
&bull Must have a proactive and solution-oriented mindset.
&bull Intermediate knowledge of Microsoft Office programs such as Outlook, Word, PowerPoint, etc.
&bull Basic understanding of modern technologies and communication platforms (examples: social media, smart phones, tablets, etc.)
&bull Comfort level with general technical concepts.
&bull Excellent verbal and written communication skills.
&bull Strong attention to detail.
&bull Quick to learn, with a goal of becoming a SME on an all processes.
&bull Collaborates well with others in an effort achieve objectives.
&bull Ability to maintain focus, flexibility, and organization.
&bull Comfortable working in fast paced environment.
&bull Able to complete or already completed training focused on coaching.
TransUnion Job Title
Specialist II, Business Operations
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