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Ticketmaster Resale Fraud Supervisor

Posted Date:2/15/2018 1:30:49 PM
Job Type: Full Time
Req #: JR-11660
Location: Charleston, WV
Job Category:Contact Centers

Job Summary:

  • Monitors numerous real-time queues and analyzes high-risk transactions from specified points of sale and assigns work as needed.
  • Build and maintain a positive working environment and promotes the highest level of service at all times ensuring customer confidence.
  • Handle urgent or escalated customer requests in a timely manner.
  • Work closely with the QA Department to ensure that all service levels are being met.
  • Work closely with the HR Department to effectively manage conduct/performance issues and assist with coordinating internal and external hires into the Fraud Department.
  • Develop and maintain relations with other departments/contact centers to ensure accurate and up to date knowledge is shared.
  • Evaluate Fraud Agents to ensure all metrics are met. Formulate action plans, conduct performance coaching in a timely manner, and take appropriate action to correct performance deficiencies.
  • Work closely with Fraud Manage to ensure productivity goals are met.
  • Conduct root cause analysis to identify opportunities to predict, prevent and mitigate risk within processes and performance. Recommend enhancements and process improvements based on assessment of fraud systems and processes.
  • Other duties as assigned.
  • Must be able to work Tuesday-Saturday with a mix of day and evening shifts. Day shifts will likely be scheduled as 9AM -5:30PM and evening shifts will likely be scheduled as 1:30PM-10PM. Note: Shifts may change due to business needs.
  • Must be able to work holidays as business needs require.
  • Ability to maximize performance through coaching and development.
  • Strong communication, presentation, and writing skills required.
  • Excellent time management and organizational skills.
  • Ability to work effectively in a fast-paced, rapid changing environment, while managing stress and meeting deadlines.
  • Ability to analyze data, solve problems and continuously improve service levels.
  • Must be reliable, punctual , and have outstanding attendance.
  • Must have working knowledge of and/or proven ability to learn Microsoft products (Excel, Word, and Outlook) and other Ticketmaster related applications. ‚Äč

    Qualifications

  • High school diploma
  • College degree a plus
  • Must have 1 year of work experience relevant to the position
  • Prefer at least 2 years of experience supervising a team within a fraud, banking, investigative, or contact center environment, or other relevant experience with a track record for increasing performance and achieving goals.
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