Supervise Dispute Operations Analysts: Oversee the daily activities, case handling, and performance of Dispute Operations Analysts to ensure efficient investigation workflows and high-quality customer interactions.
Drive Operational Excellence: Achieve and maintain KPI targets—including investigation quality, productivity, accuracy, and compliance metrics.
Provide Coaching and Development: Deliver timely 1:1 coaching, performance feedback, and skill development to support analyst growth and enhance investigative effectiveness.
Ensure Compliance & Process Adherence: Monitor adherence to fraud investigation procedures, regulatory requirements, and internal policies; promptly communicate updates or changes to the team.
Support Workforce Readiness: Coordinate training opportunities, identify skill gaps, and recommend development initiatives to strengthen team capabilities.
Promote Collaboration: Partner with peer Supervisor to ensure alignment, consistency in expectations, and seamless communication across all sub-teams.
Champion Continuous Improvement: Assess investigation trends, identify process enhancements, and contribute to best-practice solutions that improve operational efficiency.

High school diploma.
2+ years of supervisory experience in a call center or fraud operations environment.
Demonstrated ability to coach, mentor, evaluate, and motivate employees.
Adaptability and flexibility to meet evolving business and client needs.
Strong organizational skills with the ability to analyze information and make sound decisions.
Excellent communication, problem-solving, and customer service skills.
Proficiency in Microsoft 365 applications, including Word, Excel, Outlook, and Teams.
Strong working knowledge of fraud processes, investigative procedures, and general contact center policies.

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
Retirement Savings: We will support you as you save for your future.
Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.

Dispute Operations Supervisor

Key skills