Job Title: Team Leader, Operations
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 calls.
Desired Domain Expertise
•Deep understanding of telephony platforms, workforce management practices, and IVR routing rules.
•Mastery over security/identity authentication parameters (KYC, customer verification steps) and handling distressed victims of fraud.
Educational Qualification
Any Graduate or Masters
Location
IND Hyderabad - Unit No. 201 2nd Flr Building 4 at K-Raheja, Mindspace
Time Type
Full time
