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 environment. The role involves managing team performance, customer escalations, operational metrics, and compliance while ensuring an excellent customer experience.

- Real-Time Operations Management: Monitor queue volumes, agent adherence, Service Levels (SL), Abandonment Rate, and Average Handling Time (AHT) to ensure operational efficiency and service excellence.
- Customer Experience Leadership: Drive performance strategies to improve First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS), particularly in complex fraud-related interactions.
- Escalation Management: Handle high-priority customer escalations, executive complaints, and sensitive fraud or identity theft incidents with timely resolution.




- Quality & Compliance Governance: Partner with QA teams to conduct calibrations, maintain regulatory compliance, and ensure adherence to customer verification and security protocols.
- Incident & Crisis Management: Coordinate cross-functional response efforts during fraud spikes, operational disruptions, or telephony system outages.
- Coaching & Performance Development: Conduct regular call reviews, provide actionable feedback, and mentor teams to strengthen customer handling, empathy, and fraud awareness skills.
- Stakeholder Collaboration: Work closely with Fraud Operations, Risk, Quality, Workforce Management, and Technology teams to drive service improvements and business outcomes.

Required Skills

- Experience in Fraud Voice Operations within Banking/BFSI or Contact Centers.
- Solid 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]

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