BPO Supervisor

Req ID:   372354   NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a BPO Supervisor to join our team in Hyderabad, Telangana (IN-TG), India (IN). The Supervisor will be assisting in the day-to-day operations of the department contributing to the successful achievement of the teams 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.  About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us . NTT DATA endeavors to make https://us.nttdata.com  accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us .  This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .