Contact Center Manager

Job Description:

Mastercard is seeking a dynamic and experienced Contact Center Manager to join our team in Jacksonville, Florida. As a Contact Center Manager, you will be responsible for overseeing all contact center operations, managing a team of customer service representatives, and ensuring the highest level of customer satisfaction.

Responsibilities: 1. Lead and manage a team of customer service representatives, including hiring, training, and performance management. 2. Develop and implement contact center policies and procedures to ensure efficient and effective operations. 3. Monitor and analyze key performance metrics to drive continuous improvement in customer service delivery. 4. Handle escalated customer inquiries and complaints with a focus on de-escalation and resolution. 5. Collaborate with other departments to streamline communication and ensure a seamless customer experience. 6. Stay up-to-date on industry trends and best practices in customer service.

Requirements: 1. 8+ years of experience in a contact center or customer service management role. 2. Strong leadership skills with the ability to motivate and inspire a team. 3. Excellent decision-making abilities and people management skills. 4. Confident and adaptable personality traits to effectively navigate challenging situations. 5. Bachelor's degree in Business Administration or a related field preferred.

Benefits: - Company-provided equipment for optimal work-from-home efficiency. - Gym membership reimbursement to promote employee wellness. - Travel opportunities for professional development and team-building.

Working Environment: At Mastercard, we are committed to fostering a culture of diversity and inclusivity where every employee feels a sense of belonging. As a Contact Center Manager, you will have the opportunity to pave the way for inclusivity and create a positive working environment for your team.

Equal Opportunity Statement: Mastercard is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment. Apply by the deadline to be considered for this exciting opportunity.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.