Disputes Team Leader - Remote

Responsibilities

• Team Management: Oversee daily operations, allocate tasks efficiently, and ensure deadlines are met while maintaining adherence to quality standards.
• Mentorship and Coaching: Provide guidance, feedback, and professional development opportunities to team members, including junior leaders.
• Strategic Planning: Develop and implement plans to achieve team objectives, set clear goals, and monitor performance metrics to identify areas for improvement.
• Operational Oversight: Coordinate workflows, implement process improvements, and enforce operational policies and procedures.
• Conflict Resolution : Address escalated issues, mediate disputes, and foster a positive, collaborative team environment.
• Stakeholder Communication: Act as a liaison between the team and higher management, ensuring alignment with organizational goals and facilitating cross-functional collaboration.
• Performance Evaluation : Conduct regular team meetings, performance reviews, and provide actionable feedback to enhance productivity and engagement.
• Team Building: Organize activities to enhance cohesion and morale, ensuring a collaborative team dynamic.
• Career Development: Senior Team Leaders often mentor junior leaders and contribute to succession planning within the organization.
• Relationship Management : Building relationships within the greater Credit teams, Front Office, Legal, and other teams.
• Escalation and complaint Management : Manages Customer & Consumer expectations & escalations with confidence, ensuring that requirements are understood and delivered within agreed timescales.
• Recruiting New hires - Recruit, train, and provide continuous coaching for contact center staff.
• Quality Assurance - Work with the Global QA department to ensure consistent and high-quality consumer experience and outcomes.
• Reporting and Analytics - Prepare reports and analyze contact center data to identify trends, improve processes, ensure resources are properly allocated to maximize efficiency and customer satisfaction
• Compliance & Regulatory Requirements - Ensure compliance with company/country policies and procedures, as well as legal regulatory requirements.
• Required Knowledge And Experiences
• Essential:
• 3-5 years' experience in managing a team remotely.
• 5-8 years' experience of working in a management/supervisory position in a services call center.
• 4-5 years solid background in managing back-office functions.
• Excellent leadership and time management skills.
• Excellent written and verbal communication skills.
• Strong planning and organization skills.
• Strong problem solving and decision-making skills.
• Working knowledge of customer service software and CRM tools.
• Excellent excel and presentation skills.
• 3-4 years' experience in creating reports and analyzing data.
• For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.
• Should you have not heard from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.
• A Minimum of a 100/100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre for day one.
• Please note that being a credit bure

Benefits

Additional Information

TransUnion's Job Applicant Privacy Notice Team Overview We are looking for a driven and people-focused Team Leader to guide and support a high-performing customer service team. This role is responsible for ensuring exceptional service delivery, developing team members, and driving operational excellence. The team lead would also ensure the consistent delivery of exceptional service and adherence to regulatory and company standards. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management. Role Overview And Core Responsibilities The Team Lead plays a pivotal role in supporting the team and the UK Consumer base, combining strategic oversight with hands-on expertise to ensure that we are providing an effortless, high quality and timely service to the consumers. Your duties will include managing and guiding a team of agents, implementing strategies to improve productivity and performance, and setting and achieving performance goals. The ideal candidate is a leader who can effectively manage teams remotely, has a strong understanding of customer service best practices, and has excellent interpersonal and communication skills. This role requires a nuanced understanding of both the big-picture goals of the organization and the day-to-day challenges faced by the team.

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