Team Leader Operations (Fraud Voice)

International Voice Process

On Papers designation- Assistant Manager

Location: Hyderabad
Experience: 8+ Years (Minimum 5 Years in Fraud Voice/Banking Contact Center)
Notice Period: Immediate to 15 Days
CTC: Up to 10 LPA
Qualification: Any Graduate / Postgraduate

Job Summary

We are hiring an experienced Team Leader – Operations (Fraud Voice) to lead a fraud voice team in a banking/contact center setting. The role involves managing team performance, customer escalations, operational metrics, and compliance while ensuring an excellent customer experience.

Key Responsibilities

- Lead and manage a Fraud Voice Operations team.
- Monitor key operational metrics such as Service Level (SL), AHT, Abandonment Rate, and schedule adherence.
- Drive FCR, CSAT, and overall team performance.
- Handle customer escalations related to fraud,



identity theft, and account compromise.
- Conduct coaching, performance reviews, and quality calibration sessions.
- Ensure compliance with KYC, customer verification, and regulatory guidelines.
- Coordinate with cross-functional teams during operational incidents and fraud spikes.

Required Skills

- Experience in Fraud Voice Operations within Banking/BFSI or Contact Centers.
- Strong knowledge of telephony operations, IVR, KYC, and customer authentication.
- Excellent leadership, communication, and stakeholder management skills.
- Ability to work in a 24x7 rotational shift environment.

Interested candidates can mail their cv at [email protected]

📌 Operations Team Leader -Fraud| Banking Voice Process (Hyderabad)
🏢 Hiresquad
📍 Hyderabad