Manager, Consumer Support Services

Manager, Consumer Support Services

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.

About the Role

The Consumer Support Services Manager is responsible for effectively managing and allocating resources across global teams to ensure optimal utilization and alignment with organizational goals and improving resource productivity. This role involves coordinating personnel, working with management teams on skills alignment, forecasting future needs for staffing decisions, ensuring capacity planning data accuracy, and communication with leadership to mitigate risks and challenges and ensure accountability throughout the organization. This position will also be responsible for working with finance to ensure accurate revenue model and that changes to projects are updated and accurately reflected in our forecast.

Role

Develop, implement, and maintain a comprehensive resource plan to ensure proper allocation of personnel across teams.

Collaborate with Managers and department leaders to identify resource needs and resolve conflicts.

Analyze workforce data to identify trends and forecast future staffing needs.

Identify opportunities to optimize resource usage and reduce downtime.

Ensure compliance with labor laws and organizational policies.

All About You

Strong analytical and problem-solving skills.

Proficient in workforce planning software.

Excellent communication and interpersonal skills.

Ability to work collaboratively with global teams at all levels.

Strong organizational skills and attention to detail.

Proven experience with Workforce Management in contact center environment including all channels (phone, email, back office, chat etc.) required.

Experience in and understanding Workforce Management objectives.

Strong understanding of workforce planning and resource allocation.

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.

Pay Ranges

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