Governance structure for all internal and external contact center operations to strengthen and optimize performance globally
Standardize and manage all contact center operations globally including vendor management, agent performance and service delivery to support business / product goals
Define, measure, manage and be accountable for the customer service experience and contact center performance to desired performance levels
Identify and drive adoption of leading practices for contact center operations
Leverage the scale of MasterCard and strengthen and optimize vendor relationships across business lines by region and globally
Have you ever designed the consumer experience for a product going to market?
Are you motivated to be a part of driving vendor performance to deliver the MasterCard Brand Promise globally?
Have you led a project team of diverse skills and experience?
Manage the overall performance of selected contact center operation (s); Implement plans and policy as determined by MasterCard and GCCM Operations;
Document and act on key risks and issues impacting the program / site or operations; Act as primary point of contact for site specific questions, initiatives and operational issues
Work with site operations leadership to develop and execute performance improvement programs; follow-up to ensure programs are effective, implement change as necessary, and escalate when appropriate
Conduct Focus groups as needed aimed at gathering feedback on improvement opportunities; Schedule and lead call monitoring sessions regularly;
Share best practices and lessons learned
All About You
Deep understanding of MasterCard / Payments products, services and operations
Ability to drive operational performance change and improvement
Results oriented with sound tactical and implementation skills
Customer focused and service oriented
Strong communications, presentation and interpersonal skills
Has partnership approach and works collaboratively across the organization
Analytical / problem solving and planning skills and the ability to organize, multi-task and prioritize work based on current business needs
Bachelor’s degree required, Advanced degree preferred.
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
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com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email.
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