Position Status: Full Time Work from Office
Hours of Work: Business hours ( US Shift with Rotational week off)

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.
• 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 helpful 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 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.

📌 Supervisor (Assistant Manager)- Mastercard Chargeback (Gurugram)
🏢 NTT DATA
📍 Gurugram