Title and Summary

Associate Specialist, Contact Center

Overview
We are looking for an Associate Specialist, Contact Center 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.

Responsibilities:

Investigates and resolves consumer product/service issues, concerns and requests according to established policies and procedures as well as guidance from more senior resources

Serves as a subject matter expert capable of formulating solutions to consumer issues through simulation and cross work stream collaboration

Escalates complex or unusual consumer product/service inquires and issues to appropriate senior resources

Contributes to development of new product or product enhancement service as well as process improvement efforts and initiatives associated with optimization of resources and consumer support delivery

Leads medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline

Provides guidance to less experienced team members

Works with Manager or Director to develop and track forecasts and capacity planning to allocate Global Contact Center resources against expected volume of support requests

Could manages a small team (4-8),

Skills:

Personal Influence, Customer Service & Performance, Commercial Focus, Data Driven Business Intelligence, Global Perspective, Troubleshoot, Innovation and Thought Leadership. Intermediate to advance Office skills Excel, DOMO, AVAYA, SFSC. Implement, XBS PINS PRO platforms experience.

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.

Conduct goal setting and performance appraisal processes, mentors and coaches team members

Leads small to medium-sized process or operational improvement efforts and initiatives aimed towards delivering a better consumer support, associated with optimization of resources.

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.

Might perform financial analysis, planning, forecasting, and budget tracking; Recommends budgets and develops business cases

Deep understanding of PINS and PRO platforms a MUST.

All About You
The ideal candidate for this position displays:

Experience as a customer support representative, SME or acting team leader, shift supervisor or Senior Contact Center agent.

Experienced 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

Handle complex cross-functional activities locally or for several countries

Intermediate advanced Office skills excel

Advanced English skills read, write, speak instrumental to be considered a SPOC for specific clients.

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.