Manager of Real Time Adherence

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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 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.

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion Job Title

Manager I, Consumer Operations Support