Consumer Operations Team Lead (Bilingual Spanish/English)

TransUnion • Chicago, DC

4d • Hybrid

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• 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

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.

Benefits

• 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.
• Tax-advantaged HSA and FSA accounts
• Company-paid basic life and AD&D
• Optional voluntary life and AD&D for you and your family
• Short- and long-term disability
• Legal plan
• Pet insurance
• Travel accident coverage
• Adoption assistance
• Fertility planning coverage
• Caregiver support
• Dependent Care FSA for possibility of an employer match
• Complimentary Care@Work membership
• Up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
• 401(k) with employer match
• Employee Stock Purchase Plan (ESPP)
• Financial wellness resources
• Career coaching
• Optional long-term care insurance
• 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
• Paid volunteer time off
• Corporate volunteer events
• 24/7 support including professional therapy, coaching, and emotional well-being programs
• Guided meditation and resources that support physical, mental, social, and financial wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level