Position Description
The Merchant Support Team Lead position will be part of our Award-Winning Customer Support team and will be responsible for managing a team of approximately 15 Merchant Support Representatives taking inbound merchant requests through telephone calls, emails and chat sessions.
Specific Responsibilities will include:
Ensures that staff performance is in compliance with established procedures and meets or exceeds departmental performance standards.
Provides daily direction and communication to representatives.
Provides feedback, coaching and training to meet performance objectives.
Provides statistical, performance feedback, coaching and development on a regular basis to each representative. Writes and administers performance reviews for skill improvement.
Conducts regular call evaluations and audits to monitor team member’s adherence to quality and departmental policies on customer interactions.
Addresses disciplinary and/or performance problems according to company policy. Prepares and communicates documentation with representatives. Makes effective/appropriate decisions relative to corrective action as required.
Shares continual responsibility for deciding how to manage representatives ensuring customer requests are handled efficiently and effectively.
Ability to handle and resolve escalated customer concerns.
This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.
