Fraud Call Center Supervisor

Job Summary

Leading a team in a fast-paced environment, the full-time Fraud Call Center Supervisor will manage daily operations, coach team members, and utilize data insights to enhance performance and customer experience while working remotely with occasional onsite collaboration.

Key responsibilities

• Oversee hiring and termination decisions, ensuring team alignment with KPIs and compliance standards
• Conduct real-time performance management, providing coaching and feedback to support agent development
• Prepare and analyze performance reports to drive operational efficiency and service level maintenance

Required qualifications

• Minimum of three years of call center management and supervisory experience
• Strong analytical skills with the ability to interpret data and identify trends
• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Experience in delivering constructive feedback and conducting training sessions
• Familiarity with MS Office Suite and general computer applications