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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.

• Collaborates with WFM scheduling and capacity planning to ensure coordinated staffing availability for activities, events, and workload volumes.

• Responsible for development, maintenance, and documentation of processes and procedures regarding Real Time Analytical support.

• Responsible 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.

• Ensures 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.

• Facilitates tracking of Call Performance trends, ensuring the RTA team works with operations and sites to take corrective action if performance is impacted.

• Update Management of any issues that impact performance.

• Collaborate with others to resolve issues.

• Facilitates use of appropriate WFM tools by the team.

• Responsible for Coaching and Training of the Real Time Analyst team

• Responsible for Scheduling the Real Time Analyst team to provide 24 X 7 coverage

• Flexible Work Schedule required

JOB SPECIFIC EXPERIENCES

• Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, PowerPoint and Windows operating systems.

• Experience building Client and Vendor relationships

• Experience using Avaya CMS Supervisor as well as WFM tools (RTA, Scheduling)

• Solutions-oriented, detail oriented individual who understands how to effectively manage multiple teams in different geographic locations.

• Demonstrates strong verbal, and written skills.

• Demonstrated analytical skills.

• Proactive working style.

• Demonstrated sense of urgency

• Able to work with minimal supervision

• Proven ability to meet deadlines with accuracy

• Proven ability to multi-task

• Demonstrated ability to quickly learn new systems and processes.

• Strong documentation skills.

• Detail oriented; accuracy is critical.

• Basic understanding of Server Management

BROADENING EXPERIENCES

• At least 10-years Workforce Management experience preferred using (Verint, EWFM, IEX or other WFM tool)

• Ten plus years’ experience in Workforce Management Experience working on core contact center functions

• Experience in and understanding Workforce Management objectives

• Experience working on Medium-size projects across

• Experience providing individual expertise to supplement available tools for customer queries

TECHNICAL SKILLS

• Advanced Data Analytics

• Advanced IT Business Process

• Advanced Requirements Gathering

• Advanced Technical Documentation

• Advanced Project/Solution Management

• Advanced Solution Delivery

• Advanced Understand Key Customer Needs

• Advanced knowledge of WFM tools

PROFESSIONAL SKILLS

• Advanced Business Acumen

• Advanced Future Focus

• Advanced Global Perspective

• Advanced Innovation and Thought Leadership

• Advanced Personal Influence

• Advanced Customer Service & Performance

• Advanced 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 [email protected] 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