• 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 Controls, timekeeping and other policies
• Demonstrate 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.
