Role and key Responsibilities:

- Responsible to meet all agreed client SLAs and performance parameters
- Handle customer calls regarding suspected fraudulent credit card transactions.
- Verify customer identity and validate transaction details.
- Investigate and analyze fraud alerts using internal systems and tools.
- Provide accurate information and guidance to customers on fraud prevention.
- Escalate complex cases to the appropriate team for further investigation.
- Maintain detailed records of interactions and resolutions in CRM systems.
- Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service
- Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the organization
- To embody the spirit of excellence through team building, able leadership and sound people management skills
- Identify areas of concern and under performance and take corrective measures
- Responsible for development of team members- team motivation, up-skilling- career development
- Provide hands-on assistance,



share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring
- Single point of contact for the team and the senior management through effective communication of key deliverables
- Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data
- Responsible for Customer/client interaction
- Assist in scheduling and time management
- Allocate work and prioritize
- Perform real time monitoring
- Evaluate and coordinate operational, administrative, IT and HR issues for the team
- Forward non- resolvable issues to the Operations Manager
- Team specific attrition and absenteeism management
- Team member performance management and identification of training opportunities

Key Skills and knowledge:

- Team development
- Positive excel skills
- Ability to manage Team Performance
- Ability to impart effective feedback
- Ability to work in a 24/7 shift environment.
- 1+ Years experience as a Team Lead on Papers
- Overall experience of 6+ years

📌 Team Lead (Hyderabad)
🏢 Concentrix
📍 Hyderabad