Customer Service Supervisor - Disputes

Job Description

• Lead, coach, and supervise a team of senior customer service agents to achieve daily operational targets and KPIs.
• Monitor individual and team performance, providing regular feedback, coaching, and development plans.
• Conduct performance reviews, one‑on‑one sessions and manage attendance, scheduling including workforce planning.
• Identify training gaps and work with the Training/L&D team to upskill agents.
• Drive a high‑performance culture focused on accountability, accuracy, and customer‑centricity.
• Operational Management
  • Oversee end‑to‑end handling of customer disputes and transaction investigations.
  • Ensure cases are processed within defined SLAs and according to internal SOPs and regulatory requirements.
  • Monitor case queues, prioritize workloads, and manage escalations effectively.
  • Review and approve high‑risk, complex, or sensitive cases before final resoluti...