Associate Team Lead (English & French Speaker) - GCC Africa - Remote at TransUnion

What We'll Bring:

• The Associate Leader for the Resolution Center provides all Customer Service Representatives leadership, guidance and direction through mentoring, coaching, and feedback, as well as support and feedback to management to execute on the shared vision of the department. English and French Speaker.

What You'll Bring:

Essential Duties and Responsibilities:

• Responsible for Customer Support team day to day operations support including interviewing candidates and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems as they arise.
• Manage payroll and tracks PTO/occurrences for Customer Support personnel.
• Leads monthly call calibration sessions.
• Manages outstanding advancement check repayments for Sontiq.
• Performs duties of Sontiq Response Center Specialist as needed (i.e., taking phone calls and case management).
• Assists with resolution of escalated customer issues.
• Rotates focus between both Support teams Sontiq Support Teams as needed.
• Provides coverage assistance and general support when as needed.
• Provides input and feedback on team member’s performance to Specialists and Management.
• Assists with various projects and tasks as needed.
• Helps with phone and case reporting as dictated.
• Assists with the managing of Report Tickets via JIRA.
• Addresses and reports any issues/problems that may affect workflow, quality, or morale in a timely manner.
• Helps with SOPs for Customer Support department.
• Responsible for performance and behavioral management of entire team, including efficiency quality and schedule adherence.
• Ensures agents meet standards in all KPI categories; Failure to do so can lead to PIP.
• Models all core value ethics.
• Displays and maintains professionalism when handling difficult situations with internal and/or external customers.
• Other duties may be assigned.

Education and/or Experience:

• High school diploma or general education degree (GED); and minimum of 4 years of related experience and/or training. Previous leadership experience preferred.

Other skills and requirements:

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to communicate in English and French.
• Ability to write simple correspondence legibly and accurately with good grammar and without typos.
• Ability to effectively communicate information verbally and written in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to calculate figures and amounts such as discounts, interest, and percentages.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to provide reasonable judgment when making decisions.
• Obtain the necessary certificates, licenses, and registration needed in a timely manner.
• Proficiency in Microsoft Office and Windows products. Ability to work with company's Call Center software.
• Ability to accurately key 40 words per minute. Internet navigation experience.
• Position requires organizational skills, excellent phone etiquette and ability to work independently, as well as in a team.
• Ability to provide direct, honest feedback to teammates.
• Ability to manage time recording system accurately.
• Technical savvy with CRM and phone systems.
• A strong business acumen, with the ability to learn quickly.