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 7 to 9 years experience in Dispute Chargebacks Customer service Operation Handling in the financial industry is preferred Strong Customer Focus Orientation Professional written and verbal communication skills Robust 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 (Gurugram)
🏢 NTT Data
📍 Gurugram