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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 RT

📌 Manager of Real Time Adherence (Chennai)
🏢 TransUnion
📍 Chennai