Team Leader – Fraud & Dispute

About the role

We are looking for a dynamic Team Leader to oversee our Fraud and Dispute operations within a BPO environment. The role involves guiding a team of agents, ensuring high performance, and maintaining operational excellence.

Key responsibilities

• Lead and coach a team handling fraud and dispute cases, driving performance against KPIs.
• Manage escalations and coordinate with cross‑functional stakeholders to resolve complex issues.
• Identify process improvement opportunities and implement solutions to enhance operational efficiency.
• Monitor and report on team metrics, ensuring targets are met and quality standards are upheld.

Required profile

• Minimum 1–2 years of team‑lead experience in fraud and disputes within a BPO setting.
• Proven track record of achieving operational KPIs and driving team performance.
• Strong analytical, problem‑solving and decision‑making abilities.
• Excellent written and verbal communication skills.

Required skills

• People management and coaching.
• Escalation handling and stakeholder collaboration.
• Process improvement and operational excellence.

What we offer

• Opportunity to lead a dedicated fraud and dispute team in a fast‑growing BPO.
• Professional development and career growth within the organization.