Manager II, Customer Support Operations

Transunion • Greenwood Village, CO

48d • 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. This role reports directly to the Director of Carrier Provisioning Support. You will 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. You will serve as 2nd level escalation contact point outside of normal business hours Normal working day consists of a required 8-5 EST schedule, with some flexibility depending on time zone open for discussion. In this leadership position the candidate can expect to see 45 hour work weeks depending on current activities. The manager will be an on-call 3rd point of contact outside of business hours. Manager received call volume on average is less than 1 call per month. Daily role will involve 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. Some travel is required LI-TE1 Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act. Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company's reputation are also essential expectations of this position. 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

• 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
• Create 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: Mid Level
• Industry: Administrative and Support Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees