Manager, Contact Center
3 days ago
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Manager, Contact CenterOverviewThe Contact Center team is seeking an experienced Manager to further develop our customer experience strategy by encouraging ongoing innovation and utilizing strong problem-solving skills. This role is essential for delivering outstanding customer service through effective leadership of support functions and collaboration with strategic partners. The ideal candidate will possess motivation, intellectual curiosity, analytical skills, and an entrepreneurial mindset, along with a clear dedication to improving customer's experience and supporting employee development and engagement.
The Role
• Oversee contact center operations to deliver superior customer support across all service programs.
• Address and resolve complex issues, complaints, and escalations managed by the customer service team, providing comprehensive managerial and operational support to ensure timely and effective solutions.
• Lead initiatives focused on process improvement and the optimization of resource allocation, thereby enhancing the quality of consumer support delivery.
• Build and maintain robust relationships with customers to ensure their satisfaction, retention, and long-term loyalty.
• Collaborate with key stakeholders to support the internal development and implementation of Mastercard products, services, and technology enhancements, serving as an advocate for the customer's perspective.
• Apply technical expertise and an advanced understanding of Mastercard's offerings to guide teams in resolution efforts and ongoing enhancement initiatives.
• Champion employee development by conducting coaching, mentoring, sustained performance management, and the execution of engagement strategies.
• Communicate professionally in English (additional language proficiency is advantageous) with customers and key stakeholders, ensuring the highest standards of service delivery and relationship management.
All about You
• Extensive experience in leading contact center or customer service teams within dynamic and demanding environments.
• Experience managing and nurturing the career growth and working schedules of mid-large size teams of 20-30 people.
• Exceptional analytical, problem-solving, and decision-making skills, with a demonstrated entrepreneurial approach.
• Dedication to delivering outstanding customer experiences, supported by a proven track record in driving customer satisfaction and retention.
• Excellent interpersonal skills, with significant experience in coaching, mentoring, and fostering employee engagement and professional growth.
• Communicate confidently in English and thrive in multicultural environments—additional language skills are a plus—as you engage effectively with customers and stakeholders across diverse regions.
• Demonstrated expertise in managing escalations, resolving complex issues, and implementing operational improvements for superior outcomes.
• Excellent technical acumen and a comprehensive understanding of Mastercard products and services.
• Bachelor's degree in business, management, or a related discipline is preferred; equivalent professional experience will be considered.
• Proven experience in payment services with a good understanding of Cross-Border transaction protocols to ensure compliant, efficient, and customer-centric support across international markets.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard's security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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