Team Leader, Contact Center

Visa
Bogotá
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Coaching","Performance management","Problem-solving","Communication","Process improvement","Data-driven decision making","Cross-functional collaboration","Change management"]

Lead and develop a team of customer service representatives while driving contact center operational performance. Coach agents to deliver world-class service, resolve issues, and improve customer-centric behaviors. Use data-driven decision making to manage KPIs such as service levels and AHT, ensure attendance and adherence, oversee omni-channel workloads, and partner with workforce management. Support hiring, onboarding, training, and continuous process improvement, including AI-enabled productivity initiatives.

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FursaFursa
Visa
Visa
3 days ago

Team Leader, Contact Center

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead and develop a team of customer service representatives while driving contact center operational performance. Coach agents to deliver world-class service, resolve issues, and improve customer-centric behaviors. Use data-driven decision making to manage KPIs such as service levels and AHT, ensure attendance and adherence, oversee omni-channel workloads, and partner with workforce management. Support hiring, onboarding, training, and continuous process improvement, including AI-enabled productivity initiatives.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Deliver world-class customer service by monitoring and coaching team members.
  • •Drive issue resolution and promote customer-centric behaviors while championing employee and customer experience.
  • •Use data-driven decision making to solve operational problems and create/monitor performance improvement plans.
  • •Lead execution of operational metrics and contact center KPIs (service levels, AHT, overtime management), ensuring attendance and adherence expectations.
  • •Oversee workloads across omni-channel support platforms, partner with Workforce Management for coverage, and support hiring, onboarding, training, and process improvement initiatives.

Key Requirements

  • •2+ years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD).
  • •Previous experience leading or coaching employees in a contact center, customer service, operations, or support environment.
  • •Strong analytical and problem-solving skills using data to drive operational decisions.
  • •Proven coaching, performance management, and employee development experience.
  • •Excellent written and verbal communication skills with experience partnering cross-functionally (e.g., Workforce Management, Quality, Training, Operations).
Experience:Customer serviceContact centerFintechFinancial servicesPaymentsBanking
Education:Bachelor's
Skills:CoachingPerformance managementProblem-solvingCommunicationProcess improvementData-driven decision makingCross-functional collaborationChange management
Tech Stack:Microsoft CopilotChatGPT

Company Brief

Visa
Global payments technology company that operates the VisaNet electronic payments network, facilitating credit, debit and digital transactions between consumers, merchants, financial institutions and governments worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1958
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor