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.