JOB RESPONSIBILITIES:
1. Team Leadership & Coaching
- Directly supervise a team of agents, providing day-to-day floor leadership and support.
- Conduct regular 1:1 coaching, side-by-side observations, and documented performance reviews.
- Drive engagement and morale through huddles, recognition, and pulse-survey follow-through.
- Handle escalations and support agents on complex or sensitive fraud cases.
2. Fraud Decision Quality & Compliance
- Monitor calls and case reviews to ensure fraud determinations are accurate, timely, and consistent with policy.
- Ensure the team adheres to fraud review protocols, CCMP compliance standards, and data security requirements (CPNI, PCI DSS).
- Conduct quality audits and provide actionable, specific feedback to close gaps.
- Escalate policy gaps, emerging fraud patterns, or systemic issues to the Unit Manager.
3. Production, Attendance & Performance Management
- Own team performance against KPIs: AHT, QA, attendance, and fraud case throughput.
- Actively manage attendance and adherence in line with program absenteeism targets.
- Identify performance gaps early and implement individual improvement plans.
- Prepare and present daily/weekly/monthly team performance reports to the Unit Manager.
4. Reporting & Continuous Improvement
- Track and report on team KPI trends, flagging risks before they impact program targets.
- Partner with Workforce Management and Quality teams on scheduling, staffing, and calibration.
- Recommend and help implement process improvements to reduce fraud losses and improve handle time.
QUALIFICATIONS:
- Bachelor's Degree in a relevant field (Business Administration, Finance or any related discipline) is preferred with equivalent supervisory experience will be considered
- At least 2-3 years in a call center environment, Fraud/Collections preferred
- Minimum 1 year in a leadership or supervisory role (SME, Team Lead, or Supervisor)
- Prior exposure to CCMP or equivalent compliance framework and similar telecom/financial and experience with Verint WFM, or comparable WFM/reporting tools
- Candidates should be amenable to go on-site for their Final Interview.
- Role is a permanent on-site set-up (Estancia, Capitol Commons, Pasig City) and graveyard schedule.
