Fraud/Complaints Contact Center Manager - Remote

Job Title: Fraud/Complaints Contact Center Manager (CCM)Department: OperationsManagement Responsibility for: Assistant Contact Centre Managers (ACCM)Travel Required: NoReports to: VP / Director of DeliveryLocation: Site-Based or Working At HomeContract Type: TBCGrade: TBCJob Summary / OverviewThe Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and PandL), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience.With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices ..... full job details .....