Team Lead - Credit Card Fraud Operations

About the Company

Concentrix is a global leader in customer experience (CX) solutions and technology, providing services to over 100 Fortune Global 500 clients and more than 125 new economy clients. Operating from over 40 countries across six continents, the company delivers exceptional customer experience, combining strategy, talent, and technology to enhance business outcomes across key sectors such as technology, retail, banking, healthcare, media, automotive, energy, and public sectors.

Role Overview and Responsibilities

• Ensure all client-agreed service level agreements (SLAs) and performance standards are consistently met.
• Manage inbound customer calls related to suspected fraudulent credit card transactions, including verifying the customer's identity and validating transaction details.
• Investigate fraud alerts using internal tools and systems to analyze the legitimacy of transactions.
• Provide customers with clear and accurate guidance on fraud prevention measures.
• Escalate complex or unresolved cases to specialized teams for deeper investigation.
• Maintain meticulous records of all customer interactions and resolutions in CRM platforms.
• Support the team by serving as the primary escalation point for customer-related queries, ensuring exemplary customer service delivery.
• Foster strong interpersonal connections within the team, aligning them with the organization's vision and core values.
• Demonstrate leadership and team-building capabilities to drive excellence, motivation, and career development of team members.
• Identify performance gaps and implement corrective measures to address underperformance.
• Provide hands-on support and mentoring to troubleshoot and proactively share information with team members.
• Act as the liaison between the team and senior management, communicating key deliverables effectively.
• Ensure accurate and quality reporting, collaborating with the Operations Manager to establish a robust measurement and reward system driven by data insights.
• Manage customer/client interactions to uphold service standards.
• Assist with scheduling, time management, work allocation, and prioritization to optimize team operations.
• Conduct real-time monitoring of team activities and performance.
• Handle operational, administrative, IT, and HR concerns within the team.
• Escalate unresolved issues to the Operations Manager as necessary.
• Oversee team-specific attrition and absenteeism management.
• Manage team performance evaluations and identify opportunities for training and skill enhancement.

Required Skills and Experience

• Minimum of six years overall professional experience.
• At least one year in a Team Lead role, preferably documented on official papers.
• Strong team development and leadership skills.
• Proficiency in Microsoft Excel for data handling and reporting.
• Capability to manage and enhance team performance effectively.
• Skillfulness in delivering constructive feedback to team members.
• Willingness and ability to work in a 24/7 shift-based environment.

Additional Information

The position is based in Hyderabad, India. Eligibility to apply is open to any graduate. Salary ranges from 400,000 to 800,000 INR per annum.