Team Leader, Contact Center

Job description

About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you. Job Description The Team Lead role is responsible for guiding and developing a team of customer service representatives while driving operational performance and employee engagement. The role focuses on coaching, development, customer experience, efficiency metrics, and supporting client objectives. Key Responsibilities: Deliver world-class customer service through monitoring and coaching team members. Champion both employee and customer experience. Drive issue resolution and customer-centric behaviors. Use data-driven decision making to solve operational problems. Facilitate career development and ongoing coaching. Create and monitor performance improvement plans. Conduct evaluations and provide behavioral and performance feedback. Set SMART goals and track team progress. Deliver key operational metrics including service levels, AHT, overtime management, and other contact center KPIs. Ensure attendance and adherence expectations are met. Oversee workloads across omni-channel support platforms. Partner with Workforce Management to maintain coverage. Participate in hiring, onboarding, training, and development activities. Lead process improvement initiatives across teams. Participate in calibration sessions and model Visa Leadership Principles Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications Basic Qualifications: 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred Qualifications: 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) Previous experience leading or coaching employees in a contact center, customer service, operations, or support environment. One to two years is preferred. Strong analytical and problem-solving skills with the ability to leverage data to drive decisions. Proven coaching, performance management, and employee development experience. Excellent written and verbal communication skills. Experience partnering with cross-functional teams such as Workforce Management, Quality, Training, and Operations. Ability to lead change, manage priorities, and drive process improvement initiatives. Experience within the payments, fintech, financial services, banking, or technology industries. Working knowledge of card payments, digital payments, fraud prevention, issuer processing, or customer servicing operations. Experience leveraging Generative AI tools (such as Microsoft Copilot, ChatGPT, or similar platforms) to improve productivity, coaching effectiveness, knowledge management, reporting, process optimization, or customer experience. Demonstrated ability to identify opportunities to integrate AI-enabled solutions into operational processes while maintaining compliance, security, and quality standards. Experience leading teams through technology transformation and adoption initiatives. People Leadership Demonstrated ability to create a positive, inclusive, and high-performing team culture. Passion for developing talent through coaching, mentoring, and career development. Employee-first mindset that balances business results with team engagement and well-being. Ability to build trust, psychological safety, and strong relationships across teams. "How" Oriented Leadership Focuses not only on delivering results, but on how results are achieved, ensuring alignment with Visa Leadership Principles and company values. Leads through influence, coaching, and collaboration rather than command-and-control management. Uses accountability conversations as a development opportunity and serves as a resource to help team members succeed before escalating performance concerns. Demonstrates empathy, active listening, and a growth mindset while maintaining high performance expectations. Creates sustainable performance improvements by addressing root causes, removing obstacles, and enabling employee success. Visa is an EEO Employer Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.