MasterCard Consultant, Global Contact Center Management in Manila, Philippines

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Consultant, Global Contact Center Management

Overview

General Purpose:

Regional responsibility for Contact Center Operations performance including daily performance monitoring, operational reporting, analytics, contract management, and operational execution

ensuring compliance with business and corporate policies and procedures.

Collaborative role that independently engages with teams across the company including global and regional teams, global Information Security, Product, MTO, as well as external customers and operational vendors.

Role

Operations Management

Manages the performance of contact center operations based on agreed upon requirements.

Support MasterCard Global contact center operational strategy including alignment and support of the high performing operating model and governance for all MasterCard contact centers in region or market.

Work with operations leadership and site leads to address performance opportunities, implement initiatives aimed at resolving low performance, and set direction to ensure proper sustainability initiatives are in place for long term stability

Mitigate contact center operational risks identified by Operations team

Develop action plans for assigned operations and implement where appropriate

Address operational issues and escalate with appropriate MasterCard personnel

Review operational metrics to determine, if they are trending in the right direction

Schedule and conduct call monitoring, as needed and determined

Partner with vendor operations contact and internal MasterCard members to determine root cause performance issues

Work directly with assigned vendor and/or create and execute actions aimed at resolving issues.

Follow-up with actions taken, results achieved, and stabilization plan to executive management

Document and act on key risks and issues impacting programs or service

Schedule and lead weekly, monthly and quarterly operational performance reviews

Serve as escalation point of contact for Operations and other internal MasterCard teams (e.g., problems with staffing shortages at the vendor)

Act as primary point of contact for site specific questions and initiatives

Develop business requirements to support reporting capabilities

Create and maintain relational database tables reporting and insight analysis

Manage operational database(s) and perform ongoing quality assurance on vendor performance data

Develop and deliver dashboards to all relevant stakeholders (from executive management to agents) on a regular basis to support insight analysis

Work with strategic partners to identify reporting needs; design and produce timely and accurate reports

Develop and manage a sustainable and automated production process that provides timely performance reporting

Provide thought leadership across the regions from a reporting perspective

Work with cross-functional teams to ensure data integrity, data sources and systems are in place and any issues pertaining to them are addressed

All About You

Education/ Knowledge

Bachelor€™s degree required, Advanced degree preferred.

Experience in contact center and vendor operations performance management and service delivery

Experience in SOX compliance management essential.

Skills/Abilities

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

Strong data analysis/quantitative/technical aptitude with ability to quickly learn new metrics, processes, and datasets

Customer focused and service oriented

Complex problem solving, analytical skills required.

Excellent reporting, presentation and communication skills

Ability to manage sensitive information and exercise discretion.

Proven project management and issue resolution skills

People management and influencing skills.

Strong communications, presentation and interpersonal skills

Has partnership approach and works collaboratively across the organization

Equal Opportunity Employer
Requisition ID: R-53083