About Visa:

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.

We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”

• Managing daily departmental production and the achievement of quality service level standards.
• Serves as SME for Visa Checkout, and PlaySpan projects that provides enhancements to current tools as well as new features.
• Participates in client/merchant meetings in partnership with Product and Sales to plan the on-boarding of new client processes into production.
• Proactively contacts clients/merchants to offer updates on any service delays, and works towards rectifying the issue while keeping client updated.
• Will partner with GCCS support groups to implement best practices.
• Plan work schedules for unit around-the-clock operations and coordinate across all site locations, assigns staff to accomplish daily work by providing for variations in work load and planning for weekend and on call coverage needs.
• The incumbent manages departmental operations and ensures that a high level of professional service is provided by training and retraining operators, monitoring production quality, and following up on any complaint received by the call center, Better Business Bureaus (BBBs) or Merchants.
• Make recommendations to senior management for improvement and revision of departmental policies and ensures proper documentation of all process.
• Participates in interviews and suggests candidates for possible employment.
• Prepares performance appraisals and personnel actions relating to promotions, salary changes, transfers, discipline and termination.
• Communicates with management of other departments to ensure cooperation.
• Must be on call for after-hour meetings involving different markets of the world as well as for emergencies. Flexible schedule is required, and weekend coverage.
• Maintains close communications with the products office and participates in weekly operational calls and business review.
• Escalates and tracks issues through resolution in partnership with Visa Checkout and PlaySpan Product office.
• Perform Back-Office Related functions.

• Some knowledge and understanding of Visa Checkout, and PlaySpan process.
• A bachelor's degree and/or have minimum of 5 years of management contact center experience.
• Must have demonstrated leadership and decision-making ability.
• Must be effective at building strong relationships with support groups and/or Clients/Product and Sales.
• Must be able to communicate effectively, demonstrate a business presence appropriate for client/merchant contact and staff training, and possess a sound foundation in the customer assistance service industry.
• Minimum travel might be required.

All your information will be kept confidential according to EEO guidelines.