BPO Supervisor
NTT DATA BUSINESS SOLUTIONS · Gurugram · onsite · Posted 61d ago
Undisclosed5–9 yrsfulltimeSourced from
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About this role
Position Overview: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 yearsexperience in the financial industry
5-9 yearsexperience 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.
",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 yearsexperience in the financial industry
5-9 yearsexperience 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.
Sourced from naukri
Skills
People managementworkflowstime management skillssubject matter expertNegotiation SkillsNew Hire TrainingOnboardingQuality AssuranceCommunication SkillsoperationsbpoWord
About NTT DATA Business Solutions
NTT DATA BUSINESS SOLUTIONS
IT Services & Consulting
4k+
employees
1989
37 years old
Hyderabad / Secunderabad, Telangana
India
About
NTT DATA Business Solutions helps clients innovate and transform through expert SAP solutions, advisory, implementation, and managed services.
Industries
IT Services & Consulting
Employee ratings
2,105 reviews
4.1/ 5
Culture
4.0
Career growth
3.5
Work-life
4.0
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