Overview
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Visa is a world leader in payments and technology, with transactions in more than 200 countries and territories each year. Our mission is to connect the world through an innovative, convenient, reliable, and secure payments network that helps individuals, businesses, and economies thrive.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description
Visa Commercial Solutions is a world-class organization responsible for growing all flows between businesses and governments, from SMBs to the largest global corporations. The B2B Acceptance team defines and executes the global B2B product vision for Visa\'s commercial merchant solutions. With untapped spend, Visa aims to capture market share by improving the value proposition of card payments for B2B merchants, including developing services and capabilities that reduce friction in the payment process and align cost with value.
We are responsible for the commercialization of new and enhanced products and services, research and thought leadership, and product engagement with our issuing & acquiring partners. The team collaborates with Visa\'s Merchant Services Accounts, B2B Partnerships and Commercial Sales organizations globally.
The Analyst, Call Center Operations is responsible for supporting the growth of Visa\'s largest supplier outreach channel for B2B payments. This role will help manage our call center vendor to drive incremental growth, process efficiency and innovation. It will also help drive global adoption of the supplier enablement outbound calling service, supporting products and services, and assist the Director, Call Center Strategy in expanding the outbound calling channel to new markets. This position helps execute our vision for how services will evolve globally to meet client needs and drive adoption.
The ideal candidate will have experience working at a call center or managing a call center. The role focuses on improving campaign results in the North America market, re-establishing best practices to drive results, and contributing to the global expansion into new markets. This requires developing new metrics to measure call center results. In addition to sales and call center management experience, the ideal candidate will be familiar with commercial card products and their value proposition.
Responsibilities
- The role will transform Visa\'s Supplier Enablement call center into a profit center that exceeds issuer partners\' expectations in supplier enablement campaign results.
- Develop KPIs and metrics for Supplier Enablement campaigns, targeting merchants for Commercial Card products and selling acceptance on behalf of corporates looking to grow their programs.
- Support management of the call center vendor responsible for outreach to suppliers to enable virtual card payments.
- Drive process efficiency, results improvement and innovation with a focus on leveraging Artificial Intelligence to streamline outreach and improve results.
- Collaborate with the Director of Supplier Enablement Strategy to execute campaigns that exceed global issuer partner expectations.
- Support growth of the Supplier Enablement Services suite by presenting campaign results, best practices and innovations to an expanding client base.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
Basic Qualifications
- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD)
Preferred Qualifications
- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g., Masters, MBA, JD, MD)
- Bachelor\'s Degree required, Master\'s preferred.
- Two years direct experience in the commercial B2B payments space, preferably at a commercial bank.
- Past experience or familiarity with inside sales teams in a call center environment.
- Proven track record of managing a third-party vendor relationship (strongly preferred).
- Data and analytical skills to develop measurements and success metrics to hold the call center and agents accountable.
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting and may require sitting/standing at a desk, in-person and telephonic communication, and routine use of office equipment.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will consider qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
U.S. Applicants Only: The estimated salary range for a new hire into this position is 100,000.00 to 141,250.00 USD per year, which may include potential sales incentive payments. Salary may vary based on knowledge, skills, experience, and location. This position may be eligible for bonus and equity. Visa offers a comprehensive benefits package including Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Product Management
Industries
- IT Services and IT Consulting
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