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

Manager, Consumer Support Services

Global Contact Center Management
Consumer Support Services
Manager, Real Time Management / Workforce Management
Career Level - 6
JOB PROFILE
Manager, Real Time Management / Workforce Management
Career Level - 6
JOB PROFILE
Manages a team of Real Time Analysts whom monitor and co-manage the productivity performance of supported business lines contact center operations to ensure data integrity, service level agreements are achieved, and key performance objectives are met.
•\tCollaborates with WFM scheduling and capacity planning to ensure coordinated staffing availability for activities, events, and workload volumes.
•\tResponsible for development, maintenance, and documentation of processes and procedures regarding Real Time Analytical support.
•\tResponsible for ensuring all processes are being followed as it relates to schedule adherence and the entry and maintenance of schedule exception activity in the WFM platform.
•\tEnsures Real time and Historical Performance accuracy of the supported business lines contact center operational sites in collaboration with all business line, technical, and support stakeholders.
•\tFacilitates tracking of Call Performance trends, ensuring the RTA team works with operations and sites to take corrective action if performance is impacted.
•\tUpdate Management of any issues that impact performance.
•\tCollaborate with others to resolve issues.
•\tFacilitates use of appropriate WFM tools by the team.
•\tResponsible for Coaching and Training of the Real Time Analyst team
•\tResponsible for Scheduling the Real Time Analyst team to provide 24 X 7 coverage
•\tFlexible Work Schedule required


JOB SPECIFIC EXPERIENCES
•\tRequires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, PowerPoint and Windows operating systems.
•\tExperience building Client and Vendor relationships
•\tExperience using Avaya CMS Supervisor as well as WFM tools (RTA, Scheduling)
•\tSolutions-oriented, detail oriented individual who understands how to effectively manage multiple teams in different geographic locations.
•\tDemonstrates strong verbal, and written skills.
•\tDemonstrated analytical skills.
•\tProactive working style.
•\tDemonstrated sense of urgency
•\tAble to work with minimal supervision
•\tProven ability to meet deadlines with accuracy
•\tProven ability to multi-task
•\tDemonstrated ability to quickly learn new systems and processes.
•\tStrong documentation skills.
•\tDetail oriented; accuracy is critical.
•\tBasic understanding of Server Management
BROADENING EXPERIENCES
•\tAt least 10-years Workforce Management experience preferred using (Verint, EWFM, IEX or other WFM tool)
•\tTen plus years’ experience in Workforce Management Experience working on core contact center functions
•\tExperience in and understanding Workforce Management objectives
•\tExperience working on Medium-size projects across
•\tExperience providing individual expertise to supplement available tools for customer queries
TECHNICAL SKILLS
•\tAdvanced Data Analytics
•\tAdvanced IT Business Process
•\tAdvanced Requirements Gathering
•\tAdvanced Technical Documentation
•\tAdvanced Project/Solution Management
•\tAdvanced Solution Delivery
•\tAdvanced Understand Key Customer Needs
•\tAdvanced knowledge of WFM tools
PROFESSIONAL SKILLS
•\tAdvanced Business Acumen
•\tAdvanced Future Focus
•\tAdvanced Global Perspective
•\tAdvanced Innovation and Thought Leadership
•\tAdvanced Personal Influence
•\tAdvanced Customer Service & Performance
•\tAdvanced People Leadership skills

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Pay Ranges

O'Fallon, Missouri: $103,000 - $165,000 USD