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.

SPECIFIC RESPONSIBILITIES WILL INCLUDE:

• Deliver world-class customer service through monitoring and coaching teammates – Best in Class
• Champion a world-class Employee and Customer experience – Issue Resolution, Customer Centricity & Employee Engagement
• Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven Decision Making – interpret and synthesize data for problem solving. Analyze contact center data and prepare reports
• Promote employee Engagement & Collaboration
• Coaching, Mentoring and Governance: Facilitate career development among team members. Partner with Teammates to agree on and monitor Performance plans. Conduct regular evaluations and provide performance and behavior feedback to Teammates. Develop Team Leads. Evaluate staff effectiveness and performance annually and on an as need basis.
• Delivery of service level, budget, coaching and documentation (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 and ensure sufficient coverage
• Actively participate in hiring, onboarding, training and development of support and staff members
• Goal setting with peers to achieve business results – develop monthly, quarterly and annual call center goals and action plans
• Partner across teams and departments for process improvement initiatives
• Strong collaboration with peers and team members leading projects and achievement of business goals
• Participate in and lead customer experience calibration sessions and team meetings to ensure flow of communication
• Demonstrate and model Visa behaviors – Visa Leadership Principles
• Execute Leadership strategies and tactics to drive performance and achieve business results
• Compliance to Key Control, Timekeeping, Managing Sensitive Data, and other policies, including maintaining confidentiality in our secure environment
• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, holidays and overtime when needed
• Willing to Work On-site/Temporary Work from Home
• Manager must remain in the position and schedule for at least 24 months. Managers are expected to have flexible schedules as the business need may change

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

Qualifications

Basic Qualifications
• 5 or more years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
• Typically requires a minimum of 5-7 years’ experience in Financial services industry and/or Customer Service environment.
• Minimum of 3-5 years of Leadership experience
• Self-driven and highly motivated
• Demonstrated teamwork and relationship building skills, leading by influence and example.
• 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 - Strong analytical, strategic thinking, negotiation, influencing, conflict resolution, inspirational and inclusive leadership 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 Organization Transformation and Change Management strategies
• Demonstrated decision-making skills
• Addressing and influencing negative behaviors
• Schedule: TBD

Preferred Qualifciations:
• 6 or more years of work experience with a Bachelor’s Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

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.