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 Center
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.
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Key Responsibilities:
• Elevate the customer experience by managing daily support services across all contact center programs for cross-border customers and partners.
• Resolve complex and escalated customer issues, providing operational leadership and timely solutions that reflect the voice of the consumer.
• Build and maintain strong customer relationships to ensure satisfaction, loyalty, and retention.
• Collaborate with internal stakeholders to support the development and enhancement of XBS 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 enhance 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 in service operations.
• Support financial planning, forecasting, and budget tracking as needed.
• Investigate and resolve customer inquiries, complaints, and service requests across multiple channels (phone, email, chat, social media).
• Analyze trends in customer issues to inform product/service improvements and policy updates.
• Collaborate on cross-functional projects and initiatives 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 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.