Manager of Real Time Adherence

The Real-Time Adherence (RTA) Manager oversees global real-time operations for TransUnion's Consumer Operations, managing both in-house and vendor call centers. This strategic leadership role focuses on optimizing intraday performance, agent adherence, and capacity utilization across multiple channels like voice, chat, and back-office. The manager defines and executes RTA strategies, drives operational efficiency, and enhances service levels through data insights and cross-functional collaboration to deliver a world-class consumer experience.

Must Have

• Lead and coach a team of Real-Time Adherence (RTA) Coordinators.
• Monitor intraday performance, queue health, and agent adherence.
• Proactively adjust resources to maintain service levels.
• Manage PTO approvals/denials, overtime, and voluntary time off.
• Partner with Consumer Operations, GCC leadership, Shared Services, and WFM teams.
• Collaborate with offshore BPO WFM teams.
• Advance technology adoption to improve consumer experience and operational efficiency.
• Recommend process improvements for routing profiles, exception reduction, scheduling, and forecasting.
• Deliver detailed reports, dashboards, and trend analyses.
• Ensure quality control of RTA outputs.
• Train onboarding RTAs and create SOPs for key RTA functions.
• Bachelor’s degree in Business Administration, IT Management, Operations Management, or related field (or equivalent work experience).
• 8+ years of experience in operations and/or technology with demonstrated success 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.
• 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.
• Deep knowledge of KPIs such as Service Level, Occupancy, Adherence, and Average Handle Time.

Good to Have

• Master’s degree preferred.
• Prior experience in an internationally oriented role and working in a matrixed structure.
• Track record of building alignment and coalition with stakeholders.
• Familiarity with multi-channel environments (voice, chat, email, back-office).
• Proficiency in Power BI/Tableau.

What We'll Bring:

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.

What You'll Bring:

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.

Impact You'll Make:

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 verbal and written communication skills with the ability to clearly present ideas, updates, and results to senior leadership.

Performance & Metrics

• Deep knowledge of KPIs such as Service Level, Occupancy, Adherence, and Average Handle Time.
• Ability to monitor real-time performance and take corrective actions to maintain SLAs.
• Experience in vendor performance management and escalation processes.

Behavioral Competencies

• Highly organized with strong problem-solving and analytical skills.
• Adaptable to fast-paced, dynamic environments with a drive for continuous improvement.
• Outstanding team player with a customer-centric mindset who can interact effectively with technical and non-technical colleagues.
• Ability to manage multiple projects and deadlines simultaneously.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Manager I, Consumer Operations Support