Team Lead Client Care

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

This position leads and is responsible for the coaching and development of a team of customer service representatives. Employee engagement, coaching and development, as well as delivery of efficiency metrics are must-have behaviors.  A successful manager consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience.  World-class service towards engaging and supporting client objectives rounds-out the manager role.

Responsibilities:

• Deliver world-class customer service through monitoring and coaching teammates
• Champion a world-class Employee and Customer experience

• Promote Employee Engagement

• Facilitate career development among team members
• Delivery of service level, coaching, budget (overtime, handle time, etc) and other key metrics
• Ensure Attendance and Adherence expectations are met
• Partner with workforce planning teams to deliver around-the-clock support 
• Actively participate in hiring and development of support and mentor staff members
• Partner across teams and departments for process improvement
• Goal setting with peers
• Partner with Teammates to agree on and monitor Performance plans
• Participate in and lead customer experience calibration sessions
• Conduct regular evaluations and provide performance and behavior feedback to Teammates
• Coach for consistent improvement
• Compliance to Key Controls, timekeeping and other policies
• Demonstrate and model Visa behaviors 
• Execute Leadership strategies and tactics

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

• Basic Qualifications:
• • 2 or more years of work experience
• Preferred Qualifications:
• • 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• • Minimum of 3 years of Leadership experience
• • Established engagement strategies leading to improved performance and employee retention
• • Proven ability to coach individuals
• • Ability to develop, support, and retain a high-performing team
• • Excellent verbal and written communication skills
• • Track Record of Customer Service focus
• • Tested Project Management/Organization skills
• • Aptitude to work with group or independently to achieve individual, team and company goals
• • Demonstrated ability to improve process leading to improved customer and/or Teammate experience
• • Deep understanding of call center efficiency levers (Service Level, Occupancy, etc)
• • Solid Change Management tactics
• • Demonstrated decision-making skills
• • Addressing and influencing negative behaviors

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.