Lead Consumer Support Analyst (Contact Center Operations)

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
Lead Consumer Support Analyst (Contact Center Operations)
Overview:• Governance structure for all internal and external contact center operations to strengthen and optimize performance globally• Standardize and manage all contact center operations globally including vendor management, agent performance and service delivery to support business/product 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• Leverage the scale of MasterCard and strengthen and optimize vendor relationships across business lines by region and globally• Have you ever designed the consumer experience for a product going to market?• Are you motivated to be a part of driving vendor performance to deliver the MasterCard Brand Promise globally?• Have you led a project team of diverse skills and experience?
Role:• Manage the overall performance of selected contact center operation (s); Implement plans and policy as determined by MasterCard and GCD&C B2C Customer Service & 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 Focus groups as needed aimed at gathering feedback on improvement opportunities; Schedule and lead call monitoring sessions regularly; Share best practices and lessons learned
All About You:• 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 • Customer focused and service oriented• Strong communications, presentation and interpersonal skills. Business English (verbal and written) is a must requirement alongside native Spanish knowledge. Portuguese as a 2nd language desired.• Has partnership approach and works collaboratively across the organization• Analytical/problem solving and planning skills and the ability to organize, multi-task and prioritize work based on current business needs• Bachelor's degree required, Advanced degree preferred.• Strong experience required with contact center and vendor operations performance management and service delivery• Experience in an organization that was dependent on the excellence of its vendor network for success• Some experience or awareness in SOX compliance management essential
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.