Manager
Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Team Manager for the Visa Voice Process will be responsible for overseeing the daily Visa Voice intake operations and ensuring the delivery of highquality customer service. This role requires a leader who can manage mentor and motivate a team of customer service representatives while also being the primary point of contact for escalation and complex issue resolution. A successful manager consistently demonstrates an unrelenting focus on delivering and improving the customer and employee experience. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive worldclass service.
Job Description
SPECIFIC RESPONSIBILITIES WILL INCLUDE:
- Deliver worldclass customer service through monitoring and coaching teammates Best in Class
- Champion a worldclass Employee and Customer experience Issue Resolution Customer Centricity & Employee Engagement
- Core Skills and Competencies: Focus on Issue Resolution Technical Aptitude and Datadriven Decision Making interpret and synthesize data for problem solving.
- Use analytical tools and methodologies to diagnose and resolve complex issues minimizing impact on customer service and operations.
- Generate comprehensive reports on team performance customer satisfaction and operational efficiency providing actionable insights to senior management.
- Manage the call intake process ensuring efficient handling and triage of incoming calls. Oversee the triage of new process improvement ideas and projects prioritizing initiatives based on impact and feasibility.
- 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. Evaluate staff effectiveness and performance annually and on an as need basis.
- Generate comprehensive reports on team performance customer satisfaction and operational efficiency providing actionable insights to senior management.
- Design and of service level operational efficiency coaching and OKR targets.
- Ensure Attendance and Adherence expectations are met.
- Partner with workforce planning teams to deliver aroundtheclock support and ensure sufficient coverage.
- Actively participate in hiring onboarding training and development of support and staff members
- Goal setting with peers to achieve business results develop monthly quarterly and annual objectives key results (OKR) and action plans.
- Strong collaboration with peers and team members leading projects and achievement of business and operational goals.
- Participate in and lead customer experience calibration sessions and team meetings to ensure flow of communication
- Demonstrate and model Visa behaviors Visa Leadership Principles
- Execute Leadership strategies and tactics to drive performance and achieve business results.
- 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 potential rotations of overnight split shift weekends holidays and overtime based on business need.
- Willing to Work Onsite and occasionally Temporary Work from Home or Hybrid Schedule depending on the business requirement.
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 :
Basic Qualifications
5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters MBA JD MD) or 0 years of work experience with a PhD
Preferred Qualifications
6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD) or up to 3 years of relevant experience with a PhD
Minimum of 35 years of Leadership experience.
Selfdriven 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 highperforming 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
Solid Organization Transformation and Change Management strategies
Demonstrated decisionmaking 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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
