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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, innovation, partnerships, and networks combine to deliver unique products and services that help people, businesses, and governments realize their greatest potential.
position overview
we are seeking a bilingual, strategic, and customer-focused cross-border manager to lead day-to-day customer support operations across multiple service programs and geographies. This role is responsible for ensuring exceptional service delivery to customers and strategic partners with mastercard product and service agreements, while driving operational excellence and cross-functional collaboration.
key responsibilities
* manage daily support services across all contact center programs for cross-border customers and partners, elevating the customer experience.
* resolve complex and escalated customer issues, providing operational leadership and timely solutions.
* build and maintain strong customer relationships to ensure satisfaction, loyalty, and retention.
* collaborate with internal stakeholders to support the development and enhancement of mastercard products, services, and technologies.
* leverage deep technical knowledge of mastercard products and services to guide teams in resolving customer challenges.
* identify and implement process improvements to optimize resource utilization and service delivery.
* conduct workforce planning, forecasting, and performance monitoring; develop business cases to address workforce challenges.
* lead a mid-sized team, including goal setting, performance evaluations, coaching, and mentoring.
* drive team performance to meet or exceed kpis and reduce inefficiencies.
* support financial planning, forecasting, and budget tracking as needed.
* investigate and resolve customer inquiries, complaints, and service requests across multiple channels.
* analyze trends in customer issues to inform product/service improvements and policy updates.
* collaborate on cross-functional projects to enhance customer support delivery.
* ensure compliance with service standards and slas for mastercard products and services.
corporate security responsibility
all activities involving access to mastercard assets, information, and networks come with inherent risks. Employees must:
* abide by mastercard’s security policies and practices.
* ensure the confidentiality and integrity of accessed information.
* report any suspected security violations or breaches.
* complete all mandatory security trainings as per mastercard’s guidelines.
seniority level
* mid-senior level
employment type
* full-time
job function
* other
industries
* financial services, it services and it consulting, technology, information and internet
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