Job Description
• 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. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications
• Bachelor’s degree or equivalent experience (typically requires a minimum of 5-7 years’ experience in financial services industry and/or Customer Service environment
• 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, AHT, NPS, 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.
