Service Desk Operations Manager

hace 23 horas

Bogotá, Bogotá D.E., Colombia Mastercard A tiempo completo

About the Job

We are seeking a highly skilled Service Desk Operations Manager to join our team at Mastercard. As a key member of our Global Business Services Center, you will be responsible for leading the front-line service channels related to Human Resources. This role requires a strategic thinker who can drive operational excellence, enhance customer experiences, and deliver focused business results.

Key Responsibilities

As a Service Desk Operations Manager, your key responsibilities will include:

  • Co-Leading the function with leaders in other regions
  • Formally supervising and coaching a team of Service Desk Specialists located across the globe
  • Leading omni-channel strategy to deliver support through case management, call center response, chat, and escalation paths
  • Overseeing KPIs and resource capacity analysis to regularly build and deploy staffing and process recommendations
  • Enforcing knowledge base documentation essential for quality operations
  • Supervising quality review processes to drive service improvement
  • Partnering to deploy technology, including a case management solution, IVR call center platform, and other emerging technology

Requirements

To be successful in this role, you will need to have a track record of leading teams as a people manager or in a similar leadership capacity. You will also need to have significant exposure to analyzing work for quality, productivity, and timeliness, as well as an advanced level of data-driven performance management and coaching. You should be able to work effectively in a dynamic, time-sensitive, high-volume service environment and exhibit a strong emphasis on customer service, problem-solving, and solutions.

Corporate Security Responsibility

Every person working for or on behalf of Mastercard is responsible for information security. Therefore, you will be expected to 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.

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