BPO Supervisor

About the role

Position Overview:The Supervisor will be assisting in the day-to-day operations of the department contributing to the successful achievement of the team’s goals and objectives. Responsibilities include handling complex chargeback cases, acting as a first level contact for escalations, and the monitoring of call & case workflows to meet service level/performance targets.

What you'll do

• 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

What you need

• 5–9 yrs of experience
• Escalation handling
• MS Office
• PowerPoint
• Communication
• Any graduate