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
📌 Team Leader, Contact Center (Bogotá)
🏢 Visa
📍 Bogotá