Manager Client Care
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
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.
SPECIFIC RESPONSIBILITIES WILL INCLUDE:
- Deliver world-class customer service through monitoring and coaching teammates Best in Class
- Champion a world-class Employee and Customer experience Issue Resolution Customer Centricity & Employee Engagement
- Core Skills and Competencies: Focus on Issue Resolution Technical Aptitude and Data-driven Decision Making interpret and synthesize data for problem solving. Analyze contact center data and prepare reports
- 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. Develop Team Leads. Evaluate staff effectiveness and performance annually and on an as need basis.
- Delivery of service level budget coaching and documentation (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 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 call center goals and action plans
- Partner across teams and departments for process improvement initiatives
- Strong collaboration with peers and team members leading projects and achievement of business 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 weekends holidays and overtime when needed
- Willing to Work On-site/Temporary Work from Home
- Manager must remain in the position and schedule for at least 24 months. Managers are expected to have flexible schedules as the business need may change
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
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
Typically requires a minimum of 5-7 years experience in Financial services industry and/or Customer Service environment.
Minimum of 3-5 years of Leadership experience
Self-driven 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 high-performing 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 decision-making skills
Addressing and influencing negative behaviors
Schedule: TBD
Preferred Qualifciations:
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
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
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and b ... View more
