Send me Jobs like this
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Team Management & Performance
- Lead, motivate, and develop a team of 10 15 Dispute Agents.
- Monitor and drive key performance metrics including:
- Customer Satisfaction (CSAT)
- Productivity
- Adherence & Utilization
- Occupancy Rate
- Resolution within SLA
- Quality Accuracy
- Reply and Handling Time
- Conduct regular performance reviews and provide coaching to enhance agent effectiveness.
- Ensure team readiness through ongoing training, calibration, and feedback sessions.
Operational Excellence
- Oversee the full dispute lifecycle between customers and merchants, ensuring timely and accurate resolution.
- Ensure all communications with merchants and customers are professional, clear, and compliant with internal standards.
- Monitor queues and manage workload distribution to maintain service levels.
- Identify process gaps and provide actionable recommendations for improvement.
Quality & Compliance
- Maintain high-quality standards in case handling, documentation, and follow-ups.
- Ensure all dispute cases are resolved in alignment with policy, service level agreements, and customer fairness principles.
- Collaborate with QA, Training, and Process Excellence teams to maintain continuous improvement.
Desired Candidate Profile
- Bachelor s degree in Business, Management, or related field (preferred).
- Minimum 2 3 years of experience in a leadership role within Customer Experience, Dispute Management, or similar operational functions.
- Strong understanding of dispute handling, refund processes, and merchant-customer mediation.
- Excellent communication, problem-solving, and decision-making skills.
- Proficiency in performance management, coaching, and team motivation.
- Ability to work under pressure and maintain service quality in high-volume environments.
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Dispute Team Leader
Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com
Similar Jobs
Admin Officer / Admin Assistant
Confidential Company
- 2 - 4 Years
- Dubai - United Arab Emirates (UAE)