BPO Supervisor - Joint Recovery Processing

Position Summary

This role involves supervising daily tasks to help the team reach its objectives effectively. The Supervisor oversees complex chargeback cases, serves as the initial escalation point, and ensures call and case processes meet performance benchmarks. The position is full-time and requires working from the office during business hours.

Key Responsibilities

• Ensure all service level commitments are met as per contractual agreements.
• Conduct monthly and on-demand coaching sessions and feedback for agents.
• Assist with quality assurance tasks on daily, weekly, and monthly bases.
• Provide ongoing team support and handle first-tier escalations.
• Maintain comprehensive knowledge of department tasks, especially the chargeback lifecycle and relevant codes.
• Recommend process improvements to enhance efficiency and effectiveness.
• Identify staff development needs to improve competencies and knowledge.
• Oversee onboarding and training of new employees.
• Promote continuous learning within the team.
• Keep team members informed on all pertinent updates and information.
• Serve as a subject matter expert for various projects and initiatives.
• Advocate for staff by voicing ideas and concerns to improve team dynamics.
• Manage relationships with both internal and external clients.
• Regularly review the MasterCard Worldwide Chargeback Guide to stay updated on recovery conditions and requirements.

Candidate Requirements

• Experience in managing people.
• Between 5 to 9 years of financial industry experience.
• Preferably 5 to 9 years specializing in dispute and chargeback handling.
• Strong dedication to customer service and satisfaction.
• Excellent verbal and written communication skills.
• Advanced listening skills and capability to negotiate effectively.
• Detail-focused with the ability to manage multiple tasks simultaneously.
• Strong organizational and time management abilities.
• Decisive with sound judgment skills.
• Self-driven and able to work independently in a dynamic environment.
• Flexible, reliable, conscientious, and able to follow instructions.
• Proficient in MS Office tools including Word, Excel, Outlook, PowerPoint, and Teams.
• Experience with TS2 and TCS software is advantageous.