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 chance 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 t

📌 BPO Supervisor (Gurugram)
🏢 NTT DATA Services
📍 Gurugram