Consumer Operations Team Lead (Bilingual Spanish/English)

This role reports directly to the Senior Manager of the Consumer Operations Support division and is a hybrid position, requiring in-person work at an assigned TransUnion office location a minimum of two days per week.

About the role

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.

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.

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.
• Bilingual proficiency in Spanish and English required.

Skills

• 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.

Preferred Qualifications

• Demonstrated ability to maintain strict confidentiality across all personnel, performance, and business matters.
• Bachelor’s degree from an accredited college or university.
• Prior Consumer Operations Support experience.

Benefits

At TransUnion, benefits are designed to support every part of your life:

• For Your Health: Day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage available on select plans. Tax-advantaged HSA and FSA accounts.
• For Your Protection: Company-paid basic life and AD&D insurance; optional voluntary life and AD&D for you and your family. Short- and long-term disability coverage. Optional legal plan, pet insurance, and travel accident coverage.
• For Your Family: Adoption assistance, fertility planning coverage, and caregiver support. Dependent Care FSA with potential employer match. Complimentary Care@Work membership. Up to 12 weeks of paid parental leave with eligibility for a gradual return.
• For Your Future: 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Financial wellness resources, career coaching, and optional long-term care insurance.
• For You: Tuition reimbursement, flexible/paid time off (exempt/nonexempt), up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off. Corporate volunteer events.
• For Your Wellness: 24/7 support including professional therapy, coaching, and emotional well-being programs. Guided meditation and resources supporting physical, mental, social, and financial wellness.

Pay

The U.S. base salary range for this position is $72,300.00 - $105,000.00 annually. Actual compensation is based on factors such as education, training, work experience, job-related skill set, location, industry knowledge, scope and responsibilities of the position, and market considerations. Regular, full-time non-sales positions may be eligible for TransUnion’s annual bonus plan. Certain positions may also be eligible for long-term incentives and other payments based on company guidance and plan documents.