Supervisor, Contact Center - Cross Border Services

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

Supervisor, Contact Center - Cross Border Services

• Manages day-to-day operations of the Cross Border Services (XBS) Operations within the Contact Center to ensure that support delivered to customer meets established product/service standards and follows XBS Contact Center policies and procedures
• Addresses and resolves complex problems, complaints, providing managerial operational support and solutions to respond to consumer needs
• Assists with process improvement efforts and initiatives associated with optimization of resources and consumer support delivery
• Performs workforce analysis, planning, forecasting, and monitoring; recommends and develops business cases to address challenges in workforce management.
• Collaborates with internal business partners to facilitate internal development and support of XBS products, services and/or technology enhancements with account for the consumer "voice"
• Manages a small team, conducts goal setting and performance appraisal processes, mentors and coaches team members.
• Escalates complex or unusual consumer product/service inquires and issues to appropriate senior resources
• Contributes to development of process improvement efforts and initiatives associated with optimization of resources and consumer support delivery

Responsibilities:
• Supports investigation and resolution of customer product/service inquiries, issues, concerns and requests.
• Follows established policies and procedures to review customer issues and inquiries and identify trends of product/service issues.
• Collaborates with other team members to support projects/initiatives related to customer support delivery.
• Provides support for Mastercard products and services directly to customers and ensures service standards and SLAs are met.
• Engages via telephone, email, chat or through other social media platforms. Acts as the voice of the consumer/customer by sharing reoccurring issues and opportunities for service improvement with management team.

Knowledge/ Skills/ Abilities

• Bachelor’s degree or equivalent experience preferable in Business Administration or Communication
• Minimum of 5-7 years of experience in financial services industry and Customer Service environment
• At least 5 years of Leadership experience with proven ability to coach and mentor individuals for performance improvements
• Must be bilingual - Advanced English skills
• Established skill sets to develop, support and maintain a high-performing team.
• Fully understands customer support productivity, optimization and efficiency levers.
• Track record of process improvement and process gap remediation.
• Extensive experience in managing, tracking and documenting results of small to mid-sized projects.
• Demonstrated ability to own and manage a small-level projects from end-to-end
Have experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries.
• Demonstrated experience as a schedule administrator or shift supervisor or Senior Contact Center Consultant
• Experience collaborating with internal partners to develop support activities associated with new products, services or enhancements
• Demonstrated knowledge of consumer service standards, processes and tools
• Experience documenting meetings, decisions and processes
• Advanced level of office tools with Intermediate Excel skills
• Experience drafting and delivering presentations to internal or external stakeholders
• Experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries
• Extensive experience building relationships with colleagues from multiple areas within company
• Availability to be in the office 3 times per week
• Attend the work schedule from 7am to 4-5pm and be available to work one Saturday each month.

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.