Team Lead Customer Service
Team Lead Customer Service
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Deliver worldclass customer service through monitoring and coaching teammates
Champion a worldclass 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 aroundtheclock 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 23 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 :
Bachelors degree or equivalent experience (typically requires a minimum of 57 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 highperforming 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 etc)
Solid Change Management tactics
Demonstrated decisionmaking skills
Addressing and influencing negative behaviors
Has a deep knowledge and experience on improving customer journey (NPS)
Proven ability to plan execute and drive employee engagement.
Flexible about schedule
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
