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 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. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications :

Basic Qualifications:
2 or more years of work experience

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)
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
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.

Remote Work :

No

Employment Type :

Full-time