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BPO Supervisor

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NTT DATA

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Location:
India , Gurgaon

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The BPO Supervisor role involves overseeing chargeback operations, ensuring service level agreements are met, and providing coaching and support to team members.

Job Responsibility:

  • 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
  • Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes
  • 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 useful 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:

  • 7 to 9 years’ experience in Dispute/Chargebacks/Customer service Operation Handling in the financial industry is 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

Additional Information:

Job Posted:
February 16, 2026

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