Company Description Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

　　When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

　　Join Visa: A Network Working for Everyone.

　　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.

　　Responsibilities: 

　　Deliver world-class customer service through monitoring and coaching teammatesChampion a world-class Employee and Customer experiencePromote employee EngagementFacilitate career development among team membersDelivery of service level, coaching, budget (overtime, handle time, etc) and other key metricsEnsure Attendance and Adherence expectations are metPartner with workforce planning teams to deliver around-the-clock support Actively participate in hiring and development of support and mentor staff membersPartner across teams and departments for process improvementGoal setting with peersPartner with Teammates to agree on and monitor Performance plansParticipate in and lead customer experience calibration sessionsConduct regular evaluations and provide performance and behavior feedback to TeammatesCoach for consistent improvementCompliance to Key Controls, timekeeping and other policiesDemonstrate and model Visa behaviors Execute Leadership strategies and tactics This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

　　Qualifications Basic Qualifications:

　　2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred Qualifications:

　　3 or more years of work experience with a Bachelor’s 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 experienceEstablished engagement strategies leading to improved performance and employee retentionProven ability to coach individualsAbility to develop, support, and retain a high-performing teamExcellent verbal and written communication skillsTrack Record of Customer Service focusTested Project Management/Organization skillsAptitude to work with group or independently to achieve individual, team and company goalsDemonstrated ability to improve process leading to improved customer and/or Teammate experienceDeep understanding of call center efficiency levers (Service Level, Occupancy, etc)Solid Change Management tacticsDemonstrated decision-making skillsAddressing and influencing negative behaviors Additional Information Work Hours: Varies upon the needs of the department.

　　Travel Requirements: This position requires travel 5-10% of the time.

　　Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

　　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 will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

　　U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 62,400.00 to 78,000.00 USD, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.