Mastercard
Supervisor,ContactCenter
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Supervisor, Contact Center at Mastercard. Skills: customer experience, contact center operations, leadership, problem-solving, analytical skills. Oversee contact center operations to deliver superior customer support across all service programs.. Address and resolve complex issues, complaints, and escalations managed by the customer service team, providing comprehensive managerial and operational support to ensure timely and effective solutions.”
What You'll Achieve.
deliver superior customer support across all service programs; timely and effective solutions; enhancing the quality of consumer support delivery; ensure their satisfaction, retention, and long-term loyalty; highest standards of service delivery and relationship management
Industry & Context.
problem-solving skills; analytical skills; decision-making skills; Address and resolve complex issues, complaints, and escalations
Abide by Mastercard’s security policies, Ensure the confidentiality and integrity of the information being, Report any suspected information security violation or breach, Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
What They're Looking For.
Must Have
Extensive experience in leading contact center or customer service teams within dynamic and demanding environments., Exceptional analytical, problem-solving, and decision-making skills, with a demonstrated entrepreneurial approach., Dedication to delivering outstanding customer experiences, supported by a proven track record in driving customer satisfaction and retention., Excellent interpersonal skills, with significant experience in coaching, mentoring, and fostering employee engagement and professional growth., Communicate confidently in English and thrive in multicultural environments—additional language skills are a plus—as you engage effectively with customers and stakeholders across diverse regions., Demonstrated expertise in managing escalations, resolving complex issues, and implementing operational improvements for superior outcomes., Excellent technical acumen and a comprehensive understanding of Mastercard products and services., Bachelor’s degree in business, management, or a related discipline is equivalent professional experience will be considered., Proven experience in payment services with a understanding of Cross-Border transaction protocols to ensure compliant, efficient, and customer-centric support across international markets
Nice to Have
additional language proficiency is advantageous, additional language skills are a plus
What You'll Do.
Oversee contact center operations to deliver superior customer support across all service programs.
Address and resolve complex issues
and escalations managed by the customer service team
providing comprehensive managerial and operational support to ensure timely and effective solutions.
Lead initiatives focused on process improvement and the optimization of resource allocation
thereby enhancing the quality of consumer support delivery.
Build and maintain robust relationships with customers to ensure their satisfaction
and long-term loyalty.
Collaborate with key stakeholders to support the internal development and implementation of Mastercard products
and technology enhancements
serving as an advocate for the customer’s perspective.
Apply technical expertise and an advanced understanding of Mastercard’s offerings to guide teams in resolution efforts and ongoing enhancement initiatives.
Champion employee development by conducting coaching
sustained performance management
and the execution of engagement strategies.
Communicate professionally in English (additional language proficiency is advantageous) with customers and key stakeholders
ensuring the highest standards of service delivery and relationship management.
How You'll Work.
Team & Collaboration
Collaborate with key stakeholders to support the internal development and implementation of Mastercard products, services, and technology enhancements, serving as an advocate for the customer’s perspective.
Communication Scope
Communicate professionally in English; Communicate confidently in English
Process & Methodology
process improvement, optimization of resource allocation
Full Job Description
**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 ### Overview The Contact Center team is seeking an experienced Manager to further develop our customer experience strategy by encouraging ongoing innovation and utilizing strong problem-solving skills. This role is essential for delivering outstanding customer service through effective leadership of support functions and collaboration with strategic partners. The ideal candidate will possess motivation, intellectual curiosity, analytical skills, and an entrepreneurial mindset, along with a clear dedication to improving customer’s experience and supporting employee development and engagement. The Role • Oversee contact center operations to deliver superior customer support across all service programs. • Address and resolve complex issues, complaints, and escalations managed by the customer service team, providing comprehensive managerial and operational support to ensure timely and effective solutions. • Lead initiatives focused on process improvement and the optimization of resource allocation, thereby enhancing the quality of consumer support delivery. • Build and maintain robust relationships with customers to ensure their satisfaction, retention, and long-term loyalty. • Collaborate with key stakeholders to support the internal development and implementation of Mastercard products, services, and technology enhancements, serving as an advocate for the customer’s perspective. • Apply technical expertise and
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