Analyst- Call Center Strategy

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

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 has the responsibility for defining and executing the global B2B product vision for Visa's commercial merchant solutions.  With 20T in untapped card-able spend, Visa is positioning itself to capture more than its fair share of this opportunity by focusing on improving the value proposition of card payments for B2B merchants.  This includes developing services and capabilities that reduces friction in the payment process while offering an economic model where cost is commensurate with the 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 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.

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 to managing our call center vendor to drive incremental growth, process efficiency and innovation.  It will also bring an opportunity to help drive global adoption of the supplier enablement outbound calling service, of products and services, and lend assistance to our Director, Call Center Strategy, to improve and expand our outbound calling channel to new markets. This an exciting new position, allowing the new Analyst, Call Center Operations to help execute our vision for how our 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 position will be focused on helping improve our campaign results in our core North America market, re-establishing best practices and behaviors to drive the best results, and then will pay a crucial role in leading our global expansion into new markets. This will require helping to develop new metrics to measure call center results.  In addition to sales and call center management experience, the ideal candidate will be familiar with commercial credit card products and their value proposition.

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.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

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 commercial B2B payments space, preferably at a commercial bank.
• Past experience or familiarity of 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 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.

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.

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.