Team Lead Client Care

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 musthave behaviors.  A successful people leader consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience.  Worldclass service towards engaging and supporting client objectives roundsout the team lead role.

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
• Core Skills and Competencies: Focus on Issue Resolution Technical Aptitude and Datadriven 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 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 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.

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

Qualifications :

Basic Qualifications
2 or more years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters MBA JD MD or PhD)

Preferred Qualifications
3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters MBA JD MD)
Bachelors degree or equivalent experience typically requires a minimum of 57 years experience in Financial services industry and/or Customer Service environment.
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
Deep understanding of call center efficiency levers (Service Level Occupancy etc)
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