Consumer Operations Team Lead – Bilingual Spanish/English

TransUnion

Lead a high-volume customer support team managing complex escalations for English and Spanish customers at TransUnion. Oversee operations and implement performance management initiatives in a hybrid role.

Posted 7/16/2026full-timeCrum Lynne • Colorado, Illinois, Pennsylvania, Virginia, Washington • 🇺🇸 United StatesSenior💰 $72,300 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching capabilities in managing high-volume customer support teams, with a focus on performance management, operational efficiency, and customer satisfaction. Proficient in data analysis and driving team performance through effective communication and mentoring.

Highest-signal resume keywords

Leadership ExperienceCustomer Support ManagementPerformance ManagementBilingual Proficiency in Spanish and EnglishData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementCoaching and DevelopmentOperational EfficiencyPerformance ManagementProblem-SolvingTeam BuildingRegulatory ComplianceCustomer Experience (CX)Quality Assurance (QA)Call Center Operations

Soft Skills

Interpersonal SkillsCommunication SkillsMotivationAccountabilityTeamwork

Tools & Technologies

Microsoft ExcelMicrosoft WordMicrosoft PowerPoint

Industry Keywords

Call Center EnvironmentConsumer Credit ReportingFinancial InstitutionEscalation ManagementEmployee Development

About the role

Key responsibilities & impact

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

What you’ll need

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
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
Bilingual proficiency in Spanish and English required

Benefits

Comp & perks

Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.
We’ve got your back with company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability.
You can also opt into a legal plan, pet insurance, and travel accident coverage.
From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter.
Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP).
Tap financial wellness resources, career coaching, and optional long‑term care insurance to plan confidently.
Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.
Access 24/7 support including professional therapy, coaching, and emotional well‑being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.