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NTT · Gurgaon, HR, IN, India

# BPO Supervisor

Gurgaon, HR, IN, India Full-time Manager or lead 

Listed on NTT’s official careers site. Posted September 30, 2026. Check that it is still open and apply there.
[Apply on NTT’s careers site →](https://careers.nttdata.com/global/en/job/NTT1GLOBAL360867EXTERNALENGLOBAL/BPO-Supervisor)

[OpenNash Jobs](https://jobs.opennash.com/) / [NTT](https://jobs.opennash.com/companies/ntt/) / BPO Supervisor

## Job description

### Position Overview

The Supervisor will be assisting in the day-to-day operations of the department contributing to the successful achievement of the team’s goals and objectives. Responsibilities include handling complex chargeback cases, acting as a first level contact for escalations, and the monitoring of call & case workflows to meet service level/performance targets. The candidate will assist management in various sundry activities which include but are not limited to reporting, quality assurance, procedural development, and continuous learning and improvement activities.

### Position

Supervisor - Joint Recovery Processing (JRP)

### Position Status

Full Time – Work from Office Hours of Work: Business hours Responsibilities:
- Support the accomplishment of all contracted service level targets/agreements.
- Manage monthly and ad-hoc agent coaching and feedback.
- Assist in daily, weekly, and monthly quality assurance activities.
- Provides day to day support to the team and handle first level escalations as they arise or are assigned.
- Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes.
- Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management.
- Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles.
- Oversee and aid in new hire training and onboarding.
- Contribute to continuous learning activities promoting knowledge and skill development within the team.
- Assist in keeping all team members informed and up to date about all relevant and useful information.
- Act as a subject matter expert on projects/initiatives
- Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team.
- Maintain relationships with internal and external clients.
- Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes.

### Requirements
- People Management required.
- 5-9 years’ experience in the financial industry
- 5-9 years’ experience in Dispute/Chargebacks Handling preferred.
- Strong Customer Focus/Orientation
- Professional written and verbal communication skills
- Strong Active listening and negotiation skills
- Detail-oriented and ability to multi-task
- Strong organizational and time management skills
- Strong Decision-making skills and able to exercise sound judgment.
- Highly motivated with ability to work independently in a fast-paced environment.
- Flexible, reliable, conscientious, and able to follow directions.
- Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams.
- Previous experience with TS2 and TCS applications is an asset.

## At a glance
- Posted by the employer: Sep 30, 2026
- First seen by OpenNash: Oct 19, 2026
- Last checked: Oct 19, 2026
- Listed for: 19 days
- Location: Gurgaon, HR, IN, India
- Employment type: Full-time[Apply on NTT’s careers site →](https://careers.nttdata.com/global/en/job/NTT1GLOBAL360867EXTERNALENGLOBAL/BPO-Supervisor)

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