Manager of Real Time Adherence

Job description

TransUnion's Job Applicant Privacy Notice Team Overview The Real-Time Adherence (RTA) Manager is a strategic leader responsible for overseeing global real-time operations across both in-house and vendor call centers. This role ensures optimal intraday performance, agent adherence, and capacity utilization across multiple channels, including voice, chat, and back-office functions. The manager defines and executes real-time adherence strategies for TransUnion’s Global Consumer Operations, driving operational efficiency and delivering a world-class consumer experience. Operating across five continents and more than 35 countries, Consumer Operations is a critical driver of TransUnion’s growth and success. The RTA Manager leverages data insights, monitors performance in real time, and collaborates cross-functionally to enhance service levels and operational outcomes. This position reports to the Global Workforce Manager and plays a key role in implementing strategic initiatives that help us win and solve globally.

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 Core Duties / Responsibilities: Leadership & Team Development • ​Lead and coach a team of Real-Time Adherence (RTA) Coordinators across Global Capability Centers (GCCs). • Foster a culture of accountability, excellence, and continuous improvement. • Conduct regular 1:1s and team meetings; guide RTAs through real-time challenges and coach for development. • Prepare team members for advancement within Workforce Management (WFM). Operational Oversight • Monitor intraday performance, queue health, and agent adherence across voice, chat, and back-office channels. • Proactively adjust resources to maintain service levels and optimize capacity utilization. • Manage PTO approvals/denials, overtime (OT), and voluntary time off (VTO) to ensure coverage and cost control. • Oversee cross-training of RTAs across all lines of business, including vendor partners. • Implement robust processes for call-outs and manage Salesforce cases within SLAs. Collaboration & Communication • Partner with Consumer Operations, GCC leadership, Shared Services, and WFM teams to align goals. • Collaborate with offshore BPO WFM teams to maximize productivity and consistency. • Conduct daily game plan calls and biweekly alignment sessions with Ops, Scheduling, and RTAs. • Build strong relationships with Operations, HR, and Finance to align workforce planning with business strategy. Process Improvement & Innovation • Advance technology adoption to improve consumer experience and operational efficiency. • Recommend process improvements for routing profiles, exception reduction, scheduling, and forecasting. • Provide actionable feedback based on observations from projects and operational trends. • Streamline processes to focus on real-time execution and adherence optimization. Reporting & Analytics • Deliver detailed reports, dashboards, and trend analyses to inform executive decision-making. • Create RTA feedback report cards for Ops and WFM groups; implement changes based on insights. • Ensure quality control of RTA outputs, including call-outs, reports, coding, OT/VTO rollouts, and post-mortem analyses. • Evaluate adherence adjustments and their impact on overall queue performance. Training & SOP Development • Train onboarding RTAs and create SOPs for key RTA functions (e.g., shift swaps, PTO/Leave management). • Document processes for accountability and provide daily recaps of observations and callouts. Required Knowledge And Experiences Requirements: • Bachelor’s degree in Business Administration, IT Management, Operations Management, or related field (or equivalent work experience). Master’s degree preferred. • 8+ years of experience in operations and/or technology with demonstrated success in delivering results and experience in Workforce Management, Real-Time Adherence, or Contact Center Operations. • Proven experience managing global operations across multiple time zones and regions. • Experience working with in-house and outsourced/vendor call centers. • Prior experience in an internationally oriented role and working in a matrixed structure with dynamic teams (Operations, Technology, Vendor Management). • Track record of building alignment and coalition with stakeholders and driving unified focus across heterogeneous processes. Technical Skills • Proficiency in Workforce Management tools (e.g., Verint or similar platforms). • Strong understanding of intraday management, forecasting, and scheduling principles. • Ability to analyze large datasets and generate actionable insights using Excel, SQL, or BI tools (Power BI/Tableau preferred). • Familiarity with multi-channel environments (voice, chat, email, back-office). Leadership & Strategic Skills • Demonstrated ability to lead and influence cross-functional teams globally. • Strong decision-making skills under pressure with a focus on service level achievement and operational efficiency. • Ability to develop and execute strategic initiatives to improve adherence and capacity utilization. • Excellent ver