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.

BPO Supervisor