Team Lead - English (Customer Complain Operations)

at  Teleperformance

MINIMUM REQUIREMENTS:

• Bachelor’s degree or equivalent diploma
• Minimum 2-3 years of people management experience as TL.
• Excellent written and verbal communication skills in English and one local language
• Has the ability to deliver feedback and coaching to team members basis the collected datafrom Quality monitoring and reporting development plan to stakeholders in an actionableformat.
• Must be able to spot trends and tendencies with data and drives team to look for insights.
• Strategic thinker with strong analytical and creative problem-solving skills
• Must be able to collaborate with the client on pressing concerns and partner with internalstakeholders on action plan execution.
• Significant experience in a complex fast paced environment
• Passion for ensuring an excellent user experience
  Responsibilities:

• Ability to Deep Dive on completed transactions that being flagged with high-risk flag forpost manual review to evaluate it is a potential fraud, and instantly share fraud trend tofraud strategy team. Strictly following chargeback operation standard SOP andrequirement to handle representment case.
• Ability to guide the team on completing the chargeback cases within SLA/Pre-set timegiven, ensuring all the representment documents are gathered correctly and match thecase with chargeback reason.
• Provide mentorship, guidance, and career development to members of their team. Lead ahigh-performing team through an exciting transition to build problem solving, criticalthinking, analytical and technical capabilities which will enable the department to developdeeper, more scalable solutions.
• Establish team goals and work with direct reports on strategies for executing, measuringprogress, and sharing results. Deliver projects involving quantitative analysis, industryresearch, and strategy development, working directly with global cross-functional teamsto problem solve analytical approaches and develop solutions.
• Identify actionable insights, suggest recommendations, and influence team strategythrough effective communication.