Team Leader at TransUnion

The incumbent to this intermediate–level position is responsible for managing the day to day operations of the Canadian consumer supporting voice/data team. The goal is to provide an exceptional customer experience to our consumers. This is achieved by anticipating customer needs and proactively championing and resolving customer issues in collaboration with the onshore home office and utilizing all the resource tools available.

• Create an inspiring team environment with high-engagement and an open communication culture
• Monitor and evaluate team performance and report on metrics
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Provide daily coaching and feedback to your team and maintain regular one-on-one discussions and coaching logs
• Be responsible for creating sense of ownership within the employees and resolving employee issues, if any.
• Work with team to establish clear goals and targets, development plans for annual reviews
• Mentor and develop team members to surpass their potential
• Identify system and workflow improvements to enhance the team's efficiency.
• Create & review process documents
• Be Tier 2 escalation support for team with consumer calls and Special Handling, by responding to and resolving escalated issues and/or unique or complex requests from customers.
• Participate and lead in QA meetings and other Operations meetings
• Monitor daily workflow and ensures that correct procedures are followed.
• Work with onshore home office team to devise and manage team schedule to meet and exceed call metric targets
• Work with onshore home office team to devise and manage team schedule to meet and exceed data metric targets

What You Will Bring

• Previous experience of managing in a remote environment. To include people and process management.
• This position requires a College diploma in a business or a related field (equivalent combination of work and educational experience may be substituted at the discretion of management).
• Incumbents require strong attention to detail, problem solving, decision-making, and organizational skills.
• Incumbents should also possess above average presentation, communication and writing skills.
• This position requires the ability to perform multiple tasks and determine when to escalate issues.
• Previous team leadership and people development experience
• Fluency in French and pre-existing knowledge of consumer reporting and privacy statutes would be an asset.

Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.

Impact You'll Make

The incumbent to this intermediate–level position is responsible for managing the day to day operations of the Canadian consumer supporting voice/data team. The goal is to provide an exceptional customer experience to our consumers. This is achieved by anticipating customer needs and proactively championing and resolving customer issues in collaboration with the onshore home office and utilizing all the resource tools available.

• Create an inspiring team environment with high-engagement and an open communication culture
• Monitor and evaluate team performance and report on metrics
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Provide daily coaching and feedback to your team and maintain regular one-on-one discussions and coaching logs
• Be responsible for creating sense of ownership within the employees and resolving employee issues, if any.
• Work with team to establish clear goals and targets, development plans for annual reviews
• Mentor and develop team members to surpass their potential
• Identify system and workflow improvements to enhance the team's efficiency.
• Create & review process documents
• Be Tier 2 escalation support for team with consumer calls and Special Handling, by responding to and resolving escalated issues and/or unique or complex requests from customers.
• Participate and lead in QA meetings and other Operations meetings
• Monitor daily workflow and ensures that correct procedures are followed.
• Work with onshore home office team to devise and manage team schedule to meet and exceed call metric targets
• Work with onshore home office team to devise and manage team schedule to meet and exceed data metric targets

What You Will Bring

• Previous experience of managing in a remote environment. To include people and process management.
• This position requires a College diploma in a business or a related field (equivalent combination of work and educational experience may be substituted at the discretion of management).
• Incumbents require strong attention to detail, problem solving, decision-making, and organizational skills.
• Incumbents should also possess above average presentation, communication and writing skills.
• This position requires the ability to perform multiple tasks and determine when to escalate issues.
• Previous team leadership and people development experience
• Fluency in French and pre-existing knowledge of consumer reporting and privacy statutes would be an asset.