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Founded in 1968, TransUnion is a credit information management services provider for consumers, businesses, and the global credit community. An equal opportunit
Disputes Team Leader
Location
South Africa
Posted
11 days ago
Salary
0
Seniority
Senior
Job Description
Disputes Team Leader
TransUnion
• Oversee daily operations, allocate tasks efficiently, and ensure deadlines are met while maintaining adherence to quality standards • Provide guidance, feedback, and professional development opportunities to team members, including junior leaders • Develop and implement plans to achieve team objectives, set clear goals, and monitor performance metrics to identify areas for improvement • Coordinate workflows, implement process improvements, and enforce operational policies and procedures • Address escalated issues, mediate disputes, and foster a positive, collaborative team environment • Act as a liaison between the team and higher management, ensuring alignment with organizational goals and facilitating cross-functional collaboration • Conduct regular team meetings, performance reviews, and provide actionable feedback to enhance productivity and engagement • Organize activities to enhance cohesion and morale, ensuring a collaborative team dynamic • Senior Team Leaders often mentor junior leaders and contribute to succession planning within the organization • Manage Customer & Consumer expectations & escalations with confidence, ensuring that requirements are understood and delivered within agreed timescales • Recruit, train, and provide continuous coaching for contact center staff • Work with the Global QA department to ensure consistent and high-quality consumer experience and outcomes • Prepare reports and analyze contact center data to identify trends, improve processes, ensure resources are properly allocated to maximize efficiency and customer satisfaction • Ensure compliance with company/country policies and procedures, as well as legal regulatory requirements
Job Requirements
- 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
Benefits
- Flexible work arrangements
- Professional development opportunities
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