BPO Supervisor

3 days ago

Gurgaon, Haryana, India NTT DATA North America Full time ₹ 6,00,000 - ₹ 15,00,000 per year

Position Overview:

The Supervisor will be assisting in the day-to-day operations of the department contributing to the successful achievement of the team's goals and objectives. Responsibilities include handling complex chargeback cases, acting as a first level contact for escalations, and the monitoring of call & case workflows to meet service level/performance targets. The candidate will assist management in various sundry activities which include but are not limited to reporting, quality assurance, procedural development, and continuous learning and improvement activities.

Position: Supervisor - Joint Recovery Processing (JRP)

Position Status: Full Time – Work from Office

Hours of Work: Business hours

Department: PCB Back Office Risk Operations

Salary:

Responsibilities:

  • Support the accomplishment of all contracted service level targets/agreements.
  • Manage monthly and ad-hoc agent coaching and feedback.
  • Assist in daily, weekly, and monthly quality assurance activities.
  • Provides day to day support to the team and handle first level escalations as they arise or are assigned.
  • Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes.
  • Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management.
  • Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles.
  • Oversee and aid in new hire training and onboarding.
  • Contribute to continuous learning activities promoting knowledge and skill development within the team.
  • Assist in keeping all team members informed and up to date about all relevant and useful information.
  • Act as a subject matter expert on projects/initiatives
  • Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team.
  • Maintain relationships with internal and external clients.
  • Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes.

Requirements:

  • People Management required.
  • 4-7 years' experience in the financial industry
  • 4-7 years' experience in Dispute/Chargebacks Handling preferred.
  • Strong Customer Focus/Orientation
  • Professional written and verbal communication skills
  • Strong Active listening and negotiation skills
  • Detail-oriented and ability to multi-task
  • Strong organizational and time management skills
  • Strong Decision-making skills and able to exercise sound judgment.
  • Highly motivated with ability to work independently in a fast-paced environment.
  • Flexible, reliable, conscientious, and able to follow directions.
  • Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams.
  • Previous experience with TS2 and TCS applications is an asset.

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