Operations Supervisor

**Who we are:** At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and commitment to excellence. Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference. **What’s the Role About?** If you like to solve problems and interact with people around the Globe, this is the career for you! In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions. * Are you energetic, enthusiastic with an engaging personality? * Are you driven to deliver effective results while providing excellent customer service? * Do you have extraordinary communication skills? **What’s it in for YOU?** * Paid Training * HMO and Group Life Insurance * Paid Time Off * Referral Program * Career Advancement **1\. Team Leadership & Coaching** * Directly supervise a team of Fraud Prevention agents, providing day-to-day floor leadership and support. * Conduct regular 1:1 coaching, side-by-side observations, and documented performance reviews. * Drive engagement and morale through huddles, recognition, and pulse-survey follow-through. * Handle escalations and support agents on complex or sensitive fraud cases. **2\. Fraud Decision Quality & Compliance** * Monitor calls and case reviews to ensure fraud determinations are accurate, timely, and consistent with policy. * Ensure the team adheres to Verizon fraud review protocols, CCMP compliance standards, and data security requirements (CPNI, PCI DSS). * Conduct quality audits and provide actionable, specific feedback to close gaps. * Escalate policy gaps, emerging fraud patterns, or systemic issues to the Unit Manager. **3\. Production, Attendance & Performance Management** * Own team performance against KPIs: AHT, QA, attendance, and fraud case throughput. * Actively manage attendance and adherence in line with program absenteeism targets. * Identify performance gaps early and implement individual improvement plans. * Prepare and present daily/weekly/monthly team performance reports to the Unit Manager. **4\. Reporting & Continuous Improvement** * Track and report on team KPI trends, flagging risks before they impact program targets. * Partner with Workforce Management and Quality teams on scheduling, staffing, and calibration. * Recommend and help implement process improvements to reduce fraud losses and improve handle time.