Role Overview
The role involves leading and managing a team of 15-18 representatives in a fraud detection and investigation work environment. The team is responsible for ensuring customer accounts are managed easily and securely. The successful candidate will have strong people management skills and a passion for fraud detection and investigation work.
What You Will Do
The responsibilities include leading the day-to-day operations of the team, monitoring and evaluating performance, training and providing direction to staff, establishing schedules, and conducting weekly one-on-ones and bi-monthly staff meetings.
Why It Might Be a Fit
The ideal candidate will have a strong understanding of customer service experience, KPIs, and process improvements. They will be self-directed, detail-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.
Requirements
- Bachelor’s degree
- Minimum of 2 years’ customer service experience
- Minimum of 2 years in supervisory experience for external candidates
- Strong understanding of the customer service experience, KPI’s (AHT, QA, Adherence, SLA’s) and process improvements
- Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude
- Strong analytical skills
- Experience with Microsoft Office (Word, Excel, PowerPoint)
Benefits
- Dental insurance
- Vision insurance
- Health insurance
- Paid time off
- Retirement plan
- Learning budget
- Parental leave
- Wellness programs
- Visa sponsorship
- Relocation assistance
To apply for this job please visit hdpc.fa.us2.oraclecloud.com.
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