Team Leader, Contact Center

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.

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.