BPO Supervisor

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 

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.
•    5-9 years’ experience in the financial industry
•    5-9 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.