client care Team LeadVisa

Company Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Job Description
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
Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven 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 around-the-clock 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.
Willing to Work On-site/Temporary Work from Home
TRAINING:
Full schedule availability is required.
Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities and on-the-job training.
Employees attending training are expected to meet Visa's established standards for performance, attendance and conduct.
WHAT YOU GET FOR WORKING AT VISA:
A contact center environment filled with amazing people and incredible career opportunities.
Competitive base pay along with annual bonus that are based on maintaining overall performance and behavior.
Healthcare benefit on Day 1
Education Assistance Program, Fitness/Health Club Subsidy and Outpatient Entitlement (Prescribed medication).
Qualifications
Bachelor's degree or equivalent experience, 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
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.
Visa

Pasay City, Metro Manila
Temporary
Full-time