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.
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.