Job Title
Manager/Consultant B2C Customer Care & Operations
Oversees and manages B2C vendor management governance structures for all internal and external contact center operations to strengthen and optimize performance.
Standardize and manage all contact center operations including vendor management, agent performance and service delivery to support business/product goals and strategies
Define, measure, manage and be accountable for the customer service experience and contact center performance to desired performance levels.
Identify and drive adoption of leading practices for contact center operations supporting product optimization through ?voice of the customer?
feedback
Leverage the scale of MasterCard and strengthen and optimize vendor relationships across business lines by region and globally.
Role
Manage the overall performance of selected contact center operation (s) in the LAC region.
Implement plans and policy as determined by MasterCard and GCCM B2C Operations.
Document and act on key risks and issues impacting the program/site or operations.
Act as primary point of contact for site specific questions, initiatives and operational issues
Work with site operations leadership to develop and execute performance improvement programs.
follow-up to ensure programs are effective, implement change as necessary, and escalate when appropriate
Conduct Focusgroups as needed aimed at gathering feedback on improvement opportunities.
Schedule and lead call monitoring sessions regularly.
Share best practices and lessons learned.
Be a part of a regional and Empresa importante team of operations experts who lead the way on behalf of Empresa importante Customer Care in the contact centre industry.
Understanding of MasterCard/Payments products, services and operations.
Ability to drive operational performance change and improvement.
Results oriented with sound tactical and implementation skills
Customer service focused and oriented.
Strong communications, presentation and interpersonal skills
Has partnership approach and works collaboratively across the organization.
Strong skillset of analytical/problem solving and planning skills and the ability to organize, multi-task and prioritize work based on current business needs.
Ability to formulate strategy based on business demand and aligned to department/organizational objectives
Bachelor's required, Advanced degree preferred.
Business & advanced levels of English and Spanish knowledge and Portuguese native speaker a must.
Experience in contact center/vendor operations performance management and service delivery
Desired experience in an organization that was dependent on the excellence of its vendor network for success
Experience or awareness in SOX compliance management essential.