Sr. Manager - Consumer Services

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What We'll Bring:

Backfill for Priyanka

What You'll Bring:

We are seeking a highly skilled and experienced professional to lead our Escalations and Repeat Desk team within the inbound contact center.
The ideal candidate will be responsible for managing escalated customer issues, identifying root causes of recurring problems, and implementing strategies to enhance customer satisfaction and operational efficiency.
Manage and mentor a team of escalation specialists and repeat desk agents.
Provide regular coaching, feedback, and training to ensure high performance and professional development.
Foster a positive and collaborative team environment.
Handle complex and high-priority customer escalations in a timely and effective manner.
Serve as the point of contact for escalated issues, ensuring resolution and customer satisfaction.
Develop and maintain escalation procedures and guidelines.
Analyze patterns in escalated and repeat issues to identify root causes.
Collaborate with other departments to address and resolve underlying issues.
Implement corrective actions and monitor their effectiveness.
Analyze patterns in escalated and repeat issues to identify root causes.
Collaborate with other departments to address and resolve underlying issues.
Implement corrective actions and monitor their effectiveness.
Prepare and present regular reports on escalation trends, repeat issues, and team performance.
Use data to drive decision-making and strategic planning.
Provide insights and recommendations to senior management.
Ensure that all customer interactions are handled with the highest level of service and professionalism.
Strive to exceed customer expectations and foster long-term customer loyalty.
Address and resolve any customer complaints promptly and effectively.

Impact You'll Make:

Qualification: Bachelor’s degree in business administration, Communications, or a related field. Minimum 8-10 years of relevant experience
Flexibility to travel as needed.
Executive presence and assertiveness.
Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
Strong communication, organizational, verbal & written skills.

High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.

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.

TransUnion Job Title

Specialist III, Vendor Management