Team Lead - Contact Center

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

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 people leader 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 team lead 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
• Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven Decision Making – interpret and synthesize data for problem solving
• 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.
• Delivery of service level, coaching, (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 initiatives
• Goal setting with peers
• Participate in and lead customer experience calibration sessions
• Demonstrate and model Visa behaviors – Visa Leadership Principles
• Execute Leadership strategies and tactics
• 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, possible holidays and overtime when needed.
• Able to adapt to business requirements, including handling calls as needed.

Training:

• Full schedule availability is required.
• Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities and on-the-job training.
• Employees attending training are expected to meet Visa’s established standards for performance, attendance and conduct.
• Willing to participate in multiple product training sessions or upskilling opportunities as required by business needs as part of the team lead role development.

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

Bachelor’s degree or equivalent experience, typically requires a minimum of 2-3 years’ experience in Financial services industry and/or Customer Service environment.

Minimum of 2 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 KPI´s (Service Level, Occupancy, Quality, Adherence. etc.)

Solid Organization Transformation and Change Management strategies

Demonstrated decision-making skills

Addressing and influencing negative behaviors

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.