Team Leader, Operations at Concentrix in IND Hyderabad

Job description

Job Title: Team Leader, Operations Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. 1. Job Description: Team Leader (TL) – Fraud Back Office This role focuses on operational volume management, financial risk mitigation, compliance, and end-to-end SLA delivery for complex processing queues. Position: Team Leader, Operations (Fraud Back Office) Job Location: Hyderabad Total Experience: 8+ Years Relevant Experience: 5+ Years in Fraud/Disputes/Recoveries Back Office Operations Key Responsibilities SLA & Inventory Management: Maintain daily, weekly, and monthly Service Level Agreements (SLAs) across back-office queues (Application Fraud, Disputes, and Recoveries) ensuring zero backlog accumulation. Performance Management: Track, review, and drive individual and team metrics such as Turnaround Time (TAT), Processing Accuracy, and Quality Scores. Financial Risk Mitigation: Provide operational oversight over high-value fraud claims, dispute cycles, and fund recovery workflows to minimize operational leakages and net credit losses. Process Audits & Compliance: Ensure all team processing strictly adheres to regulatory banking compliance guidelines and card network dispute mandates. RCA & Client Reporting: Conduct comprehensive Root Cause Analysis (RCA) on process errors, financial misses, or fraud leaks. Present findings and operational updates in weekly/monthly business reviews (WBR/MBR). People Development: Conduct regular one-on-one coaching, career planning, and performance management reviews. Drive succession planning by grooming SMEs into future leadership roles. Desired Domain Expertise Deep structural knowledge of the end-to-end dispute lifecycle, specifically governing representment response windows and pre-arbitration (pre-arb) filing criteria. Strong functional knowledge of card backend chargeback cycles, card-not-present fraud, and asset recovery/beneficiary bank recall logic. Expert capacity planning skills to manage volume volatility across multiple back-office processing workflows. 2. Job Description: Team Leader (TL) – Fraud Voice This role focuses on real-time telephony management, customer satisfaction, active risk containment, and contact center service levels. Position: Team Leader, Operations (Fraud Voice) Job Location: Hyderabad Total Experience: 8+ Years Relevant Experience: 5+ Years in a Fraud Voice / Banking Contact Center environment Key Responsibilities Intraday Telephony Metrics: Monitor real-time queue traffic, schedule adherence, and critical voice metrics including Service Level (SL), Abandonment Rate, and Average Handling Time (AHT). Customer Experience (CX) Governance: Drive team strategies to maximize First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Scores (NPS) while navigating high-friction fraud situations. De-escalation Oversight: Manage high-risk live call escalations, executive complaints, and critical vulnerability scenarios (e.g., active identity theft or wallet compromises). Quality Assurance & Calibration: Lead call calibration sessions with the Quality Assurance (QA) team to ensure agents remain highly compliant with regulatory and security verification steps. Incident Management: Coordinate immediate, cross-functional actions during emergency fraud attack trends or system outages affecting telephone lines. Coaching & Engagement: Utilize regular call-listening and performance data to provide targeted behavioral coaching, boosting agent confidence and empathy levels on fraud ca