Supervisor, Contact Center

About the role

Mastercard is seeking a Supervisor for its Contact Center in Pakistan to lead a team that delivers exceptional customer support across all service programs. The role focuses on enhancing the customer experience through innovation, problem‑solving, and strong leadership.

Key responsibilities

• Oversee contact center operations to ensure superior customer support.
• Address and resolve complex issues, complaints, and escalations, providing managerial and operational support.
• Lead process‑improvement initiatives and optimize resource allocation.
• Build and maintain strong relationships with customers to drive satisfaction, retention, and loyalty.
• Collaborate with stakeholders to support the development and implementation of Mastercard products, services, and technology enhancements.
• Apply technical expertise of Mastercard offerings to guide teams in resolution and enhancement efforts.
• Champion employee development through coaching, mentoring, performance management, and engagement strategies.
• Communicate professionally in English with customers and stakeholders.

Required profile

• Extensive experience leading contact center or customer service teams in dynamic environments.
• Strong analytical, problem‑solving, and decision‑making abilities with an entrepreneurial mindset.
• Proven track record of delivering outstanding customer experiences and driving satisfaction and retention.
• Excellent interpersonal skills with experience in coaching, mentoring, and fostering employee engagement.

Required skills