Key Responsibilities
Team Management & Performance:
- Lead, inspire, and develop a team of 10–15 Dispute Agents, fostering a collaborative and high-performance environment.
- Monitor and drive key performance metrics, including:
- Customer Satisfaction (CSAT)
- Productivity
- Adherence & Utilization
- Occupancy Rate
- Resolution within SLA
- Quality Accuracy
- Response and Handling Time
- Conduct regular performance assessments and provide coaching to improve agent effectiveness.
- Ensure team preparedness through ongoing training, calibration, and feedback sessions.
Operational Excellence:
- Oversee the entire dispute resolution process between customers and merchants, ensuring timely and accurate outcomes.
- Ensure all interactions with merchants and customers are professional, clear, and comply with internal standards.
- Monitor workload distribution and queue management to ensure service levels are maintained.
- Identify process inefficiencies and offer actionable solutions for improvement.
Quality & Compliance:
- Uphold high standards in case handling, documentation, and follow-ups.
- Ensure all disputes are resolved according to policies, service level agreements, and principles of customer fairness.
- Collaborate with QA, Training, and Process Excellence teams to ensure continuous improvement.
Skills, Knowledge & Expertise
- Bachelor’s degree in Business, Management, or a related field (preferred).
- 2–3 years of experience in a leadership role within Customer Experience, Dispute Management, or similar operational functions.
- In-depth knowledge of dispute resolution, refund processes, and merchant-customer mediation.
- Strong communication, problem-solving, and decision-making abilities.
- Proficient in performance management, coaching, and team motivation.
- Ability to perform under pressure and maintain service quality in high-volume environments.