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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