BPO Team Lead

Position Overview:

The Team Lead 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.
  
  

• People Management required.
• 3-5 years’ experience in the financial industry
• 3-5 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.