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.