Specialist, Contact Center, Scheduler

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About the role

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 Specialist, Contact Center, Scheduler Who is Mastercard? Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. Overview The Contact Center team is looking for an Associate Specialist to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset. Role • Manages a team and monitors its day-to-day operations making sure that support delivered to customers meet the established product/service standards and follows policies and procedures. • Leads small to medium-sized process or operational improvement efforts and initiatives aimed towards delivering a better customer service. • Responsible in the creation, updating and documentation of processes and policies. • Performs floor support duties as subject matter expert on policy and procedural items capable of formulating solutions to customer issues and other team concerns. • Conducts coaching, feedback session, team huddles and monthly performance discussion that is aimed towards the improvement of the individual or team performance. All About You The ideal candidate for this position should: • Experience as a team leader or acting team leader, shift supervisor or Senior Contact Centre Consultant. • Experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries • Demonstrated success at multi-tasking, prioritizing multiple projects concurrently, and managing as well as documenting processes for small parts of projects • Experience producing procedure and policy documentation, presentation materials, analytics, and reports • Demonstrated ability to own and manage a small-level business projects from end-to-end • Exhibits effective oral, written, and non-verbal communications with stakeholders within MasterCard and delivers high quality work. • Has the ability to motivate and energize a team to act towards achieving a common goal and the ability to improve oneself and others. • Considers context when analyzing and interpreting business and operational data, makes a point to highlight data issues/inconsistencies 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 in

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