This position leads and is responsible for coaching and developing a team of customer service representatives. Key behaviors include employee engagement, coaching, development, and the delivery of efficiency metrics. A successful people leader consistently demonstrates a focus on enhancing the Customer and Teammate experience, providing world-class service to support client objectives. Specific Responsibilities Include: Deliver exceptional customer service through monitoring and coaching teammates. Champion a world-class Employee and Customer experience, focusing on issue resolution and customer centricity. Utilize core skills such as issue resolution, technical aptitude, and data-driven decision making to interpret and synthesize data for problem-solving. Promote employee engagement and collaboration. Facilitate career development, partner with teammates on performance plans, conduct evaluations, and provide feedback. Ensure delivery of service level, coaching, budget, and other key metrics. Manage attendance and adherence expectations. Collaborate with workforce planning to support around-the-clock operations. Participate in hiring and developing support and mentor staff. Partner across teams for process improvement initiatives. Set goals with peers and lead customer experience calibration sessions. Model Visa behaviors and execute leadership strategies. Maintain compliance with policies, including confidentiality and data security. Work flexibly to accommodate schedule changes, including weekends, holidays, and overtime as needed. This is a hybrid role, with in-office days to be confirmed by the hiring manager. Qualifications Basic Qualifications At least 2 years of work experience with a Bachelor’s or an advanced degree (e.g., Masters, MBA, JD, MD, PhD). Preferred Qualifications 3+ years of work experience with a Bachelor’s Degree or over 2 years with an Advanced Degree. Typically, 5-7 years in the financial services or customer service industry, with 3-5 years of leadership experience. Other qualifications include strong communication, coaching, project management, and process improvement skills, along with a deep understanding of call center efficiency levers. Additional Information Visa is an equal opportunity employer, considering qualified applicants regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. We also consider applicants with criminal histories in accordance with EEOC guidelines and local laws. #J-18808-Ljbffr