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Team Lead, Disputes

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Visa

2024-10-01 14:53:45

Job location Austin, Texas, United States

Job type: fulltime

Job industry: Other

Job description

Job Description

This position leads and is responsible for the coaching and development of a team of Disputes Intake customer service representatives. Employee engagement, coaching and development, as well as delivery of efficiency metrics are must-have behaviors. A successful people leader 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 team lead role.

Essential Functions

Deliver world-class customer service through monitoring and coaching teammates

Champion a world-class Employee and Customer experience

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.

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.

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