Client Care Team Lead

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

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 team lead 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
• 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 Team to agree on and monitor Performance plans. Conduct regular evaluations and provide performance and behavior feedback to Team.
• Delivery of service level, coaching, handle time, 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
• 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 and holidays when needed.
• Willing to Work On-site/Temporary Work from Home

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 and conduct.

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

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)
• 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

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.