Manager II, Customer Support Operations

Transunion • Chicago, IL

49d • Hybrid

About The Position

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation we're consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius. Come be a part of our team - you'll work with great people, pioneering products and cutting-edge technology.

Requirements

• 6+ years experience in the local number portability industry
• 6+ years experience as a people leader with demonstrated ability to effectively communicate across internal cross-functional teams to leverage internal resources
• Expertise in number portability applications
• Strong customer relation skills with agility to navigate complex solutions through strong organizational skills
• Proficiency in Microsoft Office products, with special attention on Excel and PowerPoint
• Strong analytical, problem solving, and critical thinking skills
• Excellent communication skills (written and verbal), organizational skills, and time management skills required

Nice To Haves

• Experience porting residential & business lines from multiple carriers with Knowledge with provisioning of local number ancillaries such as 911, Caller ID and Directory Listings
• Methodical issue analysis and recommendation skillset
• Strong communication skills to assist navigating complex solutions to provide most value to customers with the ability to coordinate, track and lead customer facing calls and tasks
• Leadership skills to champion new processes and changes that provide improved KPI's and customer experience
• Strong prioritization of tasks, issues and commitment skills with capacity to manage multiple high priority tasks in parallel through use of time management, prioritization, delegation, product knowledge, and factual data
• Proficiency with Salesforce ticket support and reporting abilities
• Significant attention to detail and excellent project management skills
• Sense of urgency and the ability to discern and be concerned with sensitive customer issues

Responsibilities

• Lead a team of direct report agents through clear communication of goals, regular 1-on-1 check points, delegation of duties, customer coverage and utilization optimization in a support of our Local Voice Communication products.
• Serve as 2nd level escalation contact point outside of normal business hours
• Creating a daily team plan, internal and external facing calls, strategic planning in support of our products and customers and providing guidance and leadership to your team.
• Relationship building with key contacts of strategic accounts
• Participation in quality assurance programs to ensure a consistent service through ticket support is provided.

Benefits

• TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion's Employee Resource Groups.
• Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Administrative and Support Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees