FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in employee engagement, coaching, and development of high-performing teams while driving efficiency and customer satisfaction through data-driven decision making. Proven ability to lead cross-functional projects and achieve business goals in a dynamic environment.
Highest-signal resume keywords
Employee EngagementCoaching And DevelopmentData-Driven Decision MakingPerformance MonitoringProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Issue ResolutionEfficiency MetricsService Level DeliveryBudget ManagementTeam DevelopmentHiring And OnboardingCareer Development FacilitationPerformance FeedbackDocumentation MetricsCross-Functional Project Execution
Soft Skills
LeadershipCollaborationCommunicationFlexibilityProblem Solving
Industry Keywords
Customer CentricityCall Center GoalsWorkforce PlanningEmployee ExperienceBusiness Results
About the role
Key responsibilities & impact- Deliver world-class customer service through monitoring and coaching team performance and objectives.
- Champion a world-class employee and customer experience, focusing on issue resolution, customer centricity, and employee engagement.
- Facilitate career development among team members, including regular evaluations and performance feedback.
- Develop Team Leads and evaluate staff effectiveness and performance annually and as needed.
- Ensure delivery of service level, budget, coaching, and documentation (overtime, handle time, etc.) and other key metrics.
- 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.
- Set goals 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.
- Execute and deliver cross-functional projects efficiently without negative impact on quality.
- Lead small-scale process improvement and business initiative projects to improve efficiency and productivity.
- Collaborate with peers and team members to lead projects and achieve business goals.
- Drive business goals by providing guidance to peers and other sub-function leaders within the business.
- Participate in and lead customer experience calibration sessions and team meetings to ensure communication flow.
- Demonstrate and model Visa behaviors and leadership principles.
- Execute leadership strategies and tactics to drive performance and achieve business results.
- Ensure compliance with key controls, timekeeping, managing sensitive data, and other policies, including maintaining confidentiality.
- Maintain flexibility in scheduling, including willingness to work a flexible schedule as business needs change.
- Willingness to work full time on-site and occasionally temporary work from home or hybrid schedule, depending on business requirements.
- Remain in the position for at least 24 months. Some weekends or holidays work coverage might be required (remote).
Requirements
What you’ll need- 8 or more years of relevant work experience with a Bachelor's Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD.
- Experience in employee engagement, coaching, and development of high-performing teams.
- Experience in delivering efficiency metrics and improving customer and teammate experience.
- Experience in issue resolution, technical aptitude, and data-driven decision making.
- Experience in monitoring and coaching team performance and objectives.
- Experience in facilitating career development among team members.
- Experience in developing Team Leads and evaluating staff effectiveness.
- Experience in delivering service level, budget, coaching, and documentation metrics.
- Experience in partnering with workforce planning teams for support coverage.
- Experience in hiring, onboarding, training, and development of staff members.
- Experience in setting and achieving business goals and action plans.
Benefits
Comp & perks- Health insurance
- Professional development opportunities
- Flexible work arrangements