Service Desk Operations Manager

hace 7 días

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

Job Summary

Mastercard is seeking a highly motivated and experienced Service Desk Operations Manager to join our Global Business Services Center (GBSC) team. As a key member of our organization, you will be responsible for leading the day-to-day operations of our front-line service channels related to Human Resources. This role will play a critical part in advancing key strategic projects and improvements within the GBSC.

About the Role

In this people manager position, you will:

Co-Lead the function with leaders in other regions

Formally supervise and coach a team of Service Desk Specialists located across the globe

Lead omni-channel strategy delivering support through case management, call center response, chat, escalation paths, and continuously optimize self-service capabilities

Oversee KPIs and resource capacity analysis to regularly build and deploy staffing and process recommendations

Enforce knowledge base documentation essential for quality operations

Supervise quality review processes to drive service improvement

Leverage position within the employee value chain to provide business insights and determine first touch resolution, self-service, and other innovative customer strategies

Partner to deploy technology including a case management solution, IVR call center platform, and other emerging technology

About You

The ideal candidate for this position should have:

A track record of leading teams as a people manager or in a similar leadership capacity

Significant exposure to analyzing work for quality, productivity, and timeliness

An advanced level of data-driven performance management and coaching

The ability to work effectively in a dynamic, time-sensitive, high-volume service environment

A strong emphasis on customer service, problem-solving, and solutions

The ability to operate in a professional manner that is responsive and flexible to cultural differences

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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

Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines

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