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.
Deliver world-class customer service through monitoring and coaching teammates
Champion a world-class Employee and Customer experience
Promote employee Engagement
Facilitate career development among team members
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
Goal setting with peers
Partner with Teammates to agree on and monitor Performance plans
Participate in and lead customer experience calibration sessions
Conduct regular evaluations and provide performance and behavior feedback to Teammates
Coach for consistent improvement
Compliance to Key Control and other policies
Demonstrate and model Visa behaviors
Execute Leadership strategies and tactics
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 years of Leadership experience
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
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 Change Management tactics
Demonstrated decision-making skills
Addressing and influencing negative behaviors
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