Supervisor, Contact Center

About the role

The Contact Center team at Mastercard is looking for an experienced Supervisor to shape and execute its customer‑experience strategy. You will lead a high‑performing support function, drive innovation, and ensure that customers receive fast, reliable service across all programs.

Key responsibilities

• Oversee day‑to‑day contact‑center operations to deliver superior support.
• Address and resolve complex issues, complaints, and escalations.
• Lead process‑improvement initiatives and optimise resource allocation.
• Build and maintain strong relationships with customers to boost satisfaction and loyalty.
• Collaborate with internal stakeholders on Mastercard product and technology enhancements.
• Apply technical expertise on Mastercard offerings to guide resolution efforts.
• Champion employee development through coaching, mentoring, and performance management.
• Communicate professionally in English with customers and partners.

Required profile

• Extensive experience leading contact‑center or customer‑service teams in fast‑paced environments.
• Strong analytical, problem‑solving and decision‑making abilities with an entrepreneurial mindset.
• Proven track record of delivering outstanding customer experiences and driving retention.
• Excellent interpersonal skills with a history of coaching and fostering employee engagement.
• Fluent English communication; additional languages are a plus.

Required skills