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Job Title: Senior Manager - Client Care Contact Center
Company Name: Visa
Location: Miami, FL
Position Type: Full Time
Post Date: 05/18/2022
Expire Date: 07/24/2022
Job Categories: Customer Service and Call Center, Executive Management, Research & Development
Job Description
Senior Manager - Client Care Contact Center

This position leads and is responsible for the coaching and development of a team of Client Care Managers. Employee engagement, coaching and development, as well as delivery of efficiency metrics are must-have behaviors.  A successful manager consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience.  World-class service towards engaging and supporting client objectives and programs rounds-out the Sr manager role. 


  • Deliver world-class customer service through monitoring and coaching team performance and objectives – Best in Class
  • Champion a world-class Employee and Customer experience – Issue Resolution, Customer Centricity & Employee Engagement
  • Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven Decision Making – interpret and synthesize data for problem solving. Analyze contact center data and prepare reports
  • Promote employee Engagement & Collaboration
  • Coaching, Mentoring and Governance: Facilitate career development among team members. Partner with Teammates to agree on and monitor Performance plans. Conduct regular evaluations and provide performance and behavior feedback to Teammates. Develop Team Leads. Evaluate staff effectiveness and performance annually and on an as need basis.
  • Delivery of service level, budget, coaching and documentation (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 and ensure sufficient coverage 
  • Actively participate in hiring, onboarding, training and development of support and staff members
  • Goal setting 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 (end-to-end) at the most efficient way without negative impact on the quality of delivery.
  • Demonstrate willingness and ability to lead through small scale process improvement and business initiative projects, with impact to overall efficiency and productivity.
  • Strong collaboration with peers and team members leading projects and achievement of business goals. Execute and commit to a course of action targeted on people, client/customers, and profitability.
  • Ability to 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 flow of communication
  • Demonstrate and model Visa behaviors – Visa Leadership Principles
  • Execute Leadership strategies and tactics to drive performance and achieve business results
  • Compliance to Key Control, Timekeeping, Managing Sensitive Data, and other policies, including maintaining confidentiality in our secure environment.
  • Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include potential rotations of overnight, split shift, weekends, holidays and overtime based on business need.
  • Willing to Work Full Time On-site and occasionally Temporary Work from Home or Hybrid Schedule, depending on the business requirement.
  • Sr. Manager must remain in the position for at least 24 months. Managers are expected to have flexible schedules as the business need may change. 


  • Full schedule availability is required.
  • Successfully complete a training program, including classroom instruction, computer-based lessons, instructor-led activities and on-the-job training.
  • Employees attending training are expected to meet Visa’s established standards for performance, attendance and conduct.
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Contact Information
Company Name: Visa
Company Description:

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