Manager, HR Services (GBSC – Service Desk Operations)
Mastercard
Americas, Colombia, Bogota
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Salary
$104,000 - $177,000 Per Year
Rank
Senior Manager
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
Hybrid
Functions
HR
IT
Reports to
Level
N-2
Travel Max:
0%
Posting Date
11-08-2024
Description
The Service Desk Operations team within our Global Business Services Center (GBSC) is looking for a Manager to support day to day operations with oversight of front-line service channels related to Human Resources.
Key Responsibilities
- Co-Lead the function with leaders in other regions.
- Formally supervise and coaches 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 optimizes self-service capabilities.
- Oversees KPIs and resource capacity analysis to regularly builds and deploys staffing and process recommendations.
- Enforces knowledge base documentation essential for quality operations.
- Supervises quality review processes to drive service improvement.
- Leverages position within the employee value chain to provide business insights and determine first touch resolution, self-service, and other innovate customer strategies.
- Partner to deploy technology including a case management solution, IVR call center platform and other emerging technology.
Qualification & Requirements
- Must be fluent in English (verbal and written)
- Track record of leading teams as a people manager or in similar leadership capacity.
- Significant exposure to analyzing work for quality, productivity and timeliness.
- Advanced level of data-driven performance management and coaching
- Work effectively in a dynamic, time-sensitive, high volume service environment.
- Strong emphasis on customer service, problem solving and solutions.
- Self-Starter with ability to work in collaborative/team-oriented environment
- Operates in a professional manner that is responsive and flexible to cultural differences
Benefits
- Insurance, Health & Wellness
- Financial & Retirement
- Family & Parenting
- Vacation & Time Off
- Other Perks & Discounts…
Company Profile
Mastercard
Industry
IT Services and IT Consulting
Revenue
$22.24B
Employees
29,900
Fortune 500 Rank
#164
Global 500 Rank
NA
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