Consultant, Global Contact Center Management
MasterCard
Mexico City, Mexico
hace 7 días

Overview

  • 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?
  • Role

  • 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.

    If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation mastercard.

    com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email.

    The Reasonable Accommodations team will respond to your email promptly.

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