Team Leader - Fraud and Disputes | Bacolod
Ubiquity
Bacolod, Philippines
3d ago

Key responsibilities include, but are not limited to :

  • Manage a team of Backoffice agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
  • Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.
  • Conduct business reviews and performance management activities to assist in the agents continuous development.
  • Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
  • Assist in queue management using the tools available to them and in coordination with the Global Command Center.
  • Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.
  • Attend internal and external calibration sessions and other client meetings.
  • Perform administrative and other similar tasks, as assigned.
  • Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
  • Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
  • Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.
  • Requirements :

  • Candidate must possess at least a Bachelor's / College Degree, any field.
  • At least 3 years BPO supervisory experience.
  • MUST have At least 1 year experience handling a Financial / Fraud and disputes accounts .
  • Willing to work on Graveyard shifting schedules
  • Willing to work in Bacolod
  • Apply
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