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 setting. - 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 (Gurugram)
🏢 NTT America
📍 Gurugram