BPO Supervisor
- Gurgaon, Haryana
- Permanent
- Full-time
- 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.
- French language mandatory with People Management required
- 2-3 years' experience in the financial industry
- 3-4 years' experience in Dispute/Chargebacks/Customer service Operation 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.