Join our team as a BPO Supervisor, playing a key role in the daily operations of the department. You will contribute to achieving team goals by managing chargeback cases, serving as a primary contact for escalations, and ensuring workflow targets are met. This position also involves assisting management with reporting, quality assurance, process development, and ongoing improvement initiatives.

Uphold contracted service level agreements and targets. Conduct monthly and ad-hoc agent coaching sessions, providing valuable feedback. Participate in daily, weekly, and monthly quality assurance activities.

Offer essential day-to-day support to the team and manage first-level escalations. Maintain in-depth knowledge of all departmental tasks, particularly the Chargeback lifecycle and its various reason codes. Identify opportunities for process enhancements and recommend them to management.

Recognize areas for staff development in knowledge and skills. Assist with new hire training and onboarding processes. Contribute to continuous learning activities to foster team growth. Ensure team members are well-informed of relevant updates.

Serve as a subject matter expert on various projects. Advocate for staff by raising ideas and concerns that benefit the team. Cultivate strong relationships with both internal and external clients. Regularly review chargeback guides to stay current with recovery requirements.

Proven people management experience is essential. A minimum of 5 to 9 years of experience within the financial industry is required. Experience in dispute and chargeback handling, ideally 5 to 9 years, is preferred. Demonstrate strong customer focus and orientation. Possess excellent professional written and verbal communication skills. Exhibit strong active listening and negotiation abilities. Must be detail-oriented with a capacity for multitasking. Excellent organizational and time management skills are necessary. Strong decision-making capabilities and sound judgment are expected. Highly motivated with the ability to work independently in a dynamic environment. Flexibility, reliability, conscientiousness, and the ability to follow directions are crucial. Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams is required. Previous experience with TS2 and TCS applications is considered an asset.