Team Lead, Client Care

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 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. 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**:
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)
- 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 in Spanish/English
- 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.