MasterCard Call Centre Operations Director in Rozelle, Australia
Who is Mastercard?
We are the global technology company behind the worlds fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Call Centre Operations Director
Loyalty Solutions AP is a leading provider of loyalty and rewards services to financial institutions across the Asia Pacific region. Headquartered in Sydney, we are Australias leading rewards program manager, with a growing footprint across the region into key markets such as China, Hong Kong and India. Our customer base includes financial institutions and merchants.
We are looking for a Contact Centre Director to head up the contact centre and drive the business forward.
The Director of Contact Center is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The Directors success is measured by the organizations ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies and processes to increase efficiency, and achievement of metrics.
The LSAP Contact Centre currently manage operations for the Asia Pacific region (mainly Australia) to support three lines of business
1.Rewards and Loyalty calls
2.Travel Loyalty calls
3.Back office processing
This team is looking for an inspirational Leader to managing the team and deliver an exceptional and seamless customer journey
Operational management of key KPI and service level targets
Resourcing and workforce management decisions
People management and performance management
Identification, tracking and accountability for bottom line savings and process improvement
Regular presentations to senior management and key organizational stakeholder communicating the performance of the business and the value the team are adding
Implementation of all aspects of new business and / or new business processes and products service within the Loyalty Solutions in the Sydney Contact Center.
Issuer and Vendor escalation management across the region
Trend analysis and driving key improvement initiatives
Training needs identified and actioned in a timely manner
Responsibility for reducing cost / call
Managing a quality framework that enhances the customer experience and journey
Analysis of business data to produce action plans and remedies
All About You
Previous experience in managing a high volume call operation with more than 100 staff
Previous experience in managing an outsourced sales contact centre
Knowledge and experience of rewards industries and programs
Proven record of sales management both inbound and outbound.
Record of achieving sales and service KPIs.
Experience in managing internal and external relationships
Demonstrated understanding of call centre technology.
Ability to effectively liase with internal and external customers at a senior level.
Demonstrated experience in cost containment and efficiency enhancement
A passion for process delivery and improvement.
Strong people management experience
Experience in managing service levels and action / remediation plans
Complaints management and resolution experience
Experience in dealing with Issuers
Experience in dealing with Vendors
Additional desirable capabilities/skills:
Excellent knowledge of loyalty disciplines and solutions.
Previous Travel industry experience
Experience in managing a Multi lingual team
Mastercard is an inclusive Equal Employment 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.
Requisition ID: R-65738