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Disputes Team Lead

2 months ago

Austin Texas, United States Visa Full time
Job Summary

This position leads and is responsible for the coaching and development of a team of Disputes Intake customer service representatives. The successful candidate will be responsible for delivering and improving the Customer and Teammate experience.

Key Responsibilities
  • Deliver World-Class Customer Service: Monitor and coach teammates to deliver exceptional customer service.
  • Champion a World-Class Employee and Customer Experience: Promote a culture of excellence and ensure that all team members are empowered to deliver exceptional results.
  • Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude, and Data-driven Decision Making to interpret and synthesize data for problem-solving.
  • Promote Employee Engagement and Collaboration: Foster a positive and inclusive work environment that encourages collaboration and open communication.
  • Coaching, Mentoring, and Governance: Facilitate career development among team members, partner with teammates to agree on and monitor performance plans, and conduct regular evaluations and provide performance and behavior feedback.
  • Delivery of Service Level, Coaching, Budget, and Other Key Metrics: Ensure that all team members are meeting or exceeding service level agreements, coaching, and budget targets.
  • Ensure Attendance and Adherence Expectations are Met: Monitor and enforce attendance and adherence expectations to ensure that all team members are meeting their responsibilities.
  • Partner with Workforce Planning Teams to Deliver Around-the-Clock Support: Collaborate with workforce planning teams to ensure that all team members are adequately staffed to meet business needs.
  • Actively Participate in Hiring and Development of Support and Mentor Staff Members: Participate in the hiring and development of support and mentor staff members to ensure that all team members have the necessary skills and knowledge to succeed.
  • Partner Across Teams and Departments for Process Improvement Initiatives: Collaborate with other teams and departments to identify and implement process improvements that enhance the customer experience.
  • Goal Setting with Peers: Set goals and objectives with peers to ensure that all team members are aligned and working towards common objectives.
  • Participate in and Lead Customer Experience Calibration Sessions: Participate in and lead customer experience calibration sessions to ensure that all team members are aligned and working towards common objectives.
  • Demonstrate and Model Visa Behaviors: Demonstrate and model Visa behaviors, including the Visa Leadership Principles.
  • Execute Leadership Strategies and Tactics: Execute leadership strategies and tactics to achieve business objectives.
  • Compliance to Key Control, Timekeeping, Managing Sensitive Data, and Other Policies: Ensure compliance with all relevant policies, including key control, timekeeping, managing sensitive data, and other policies.
  • Flexible Schedule: Be flexible and willing to work a flexible schedule, including weekends, holidays, and overtime as needed.