Analyst- Call Center Strategy Job at Visa Inc. in Atlanta

Overview

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 20T in untapped card-able spend, Visa is positioned to capture more than its fair share by focusing on improving the value proposition of card payments for B2B merchants. This includes developing services and capabilities that reduce friction in the payment process while offering an economic model where cost is commensurate with value.

We are responsible for the commercialization of new and enhanced products and services, research and thought leadership, and product engagement with issuing and acquiring partners. The team serves financial institutions, processors, Fintech partnerships, and their downstream clients. We work collaboratively with Visa’s Merchant Services Accounts, B2B Partnerships and Commercial Sales organizations around the globe.

Essential Functions

• The role of Analyst, Call Center Strategy will play a pivotal role in transforming Visa’s Supplier Enablement call center into a profit center that exceeds our issuing partners expectations in supplier enablement campaign results.
• Help develop KPIs and metrics for Visa’s Supplier Enablement campaigns, where we partner with issuers to target merchants for Commercial Card products, selling acceptance on behalf of corporates looking to grow their Commercial Card programs.
• Support management of our call center vendor responsible for conducting the outreach to suppliers to enable them for virtual card payments.
• Drive process efficiency, results improvement and innovation with our partner, focused on leveraging Artificial Intelligence to streamline the outreach efforts and improve results.
• Work with the Director of Supplier Enablement Strategy to execute on supplier enablement campaigns that exceed the expectations of our global issuer partners.
• Support growth of our Supplier Enablement Services suite by presenting our campaign results, best practices and innovations to our expanding client base.

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 the agents accountable.

Work Details

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. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

EEO and Legal Notice

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 also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

Salary and Benefits

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 (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.