What are the responsibilities and job description for the Team Lead position at Coforge?
Role: Team Lead
Location: Augusta, GA
Mode of Hire: Full Time
Key Responsibilities Team Management & Leadership
- Supervise, coach, and motivate a team of Dispute Specialists to achieve performance targets.
- Conduct regular team huddles, one-on-one sessions, and performance reviews.
- Monitor productivity, quality, attendance, and adherence metrics.
- Identify skill gaps and drive training, coaching, and development plans.
- Manage escalations and provide resolution support for complex cases.
Operational Oversight
- Oversee dispute processing activities including chargebacks, representments, and arbitration cases.
- Ensure adherence to SLAs, turnaround times, and card network deadlines.
- Monitor dispute queues, workload distribution, and case aging.
- Ensure accuracy of case documentation and decision-making.
- Act as a Subject Matter Expert (SME) for dispute processes and systems.
Chargeback & Dispute Governance
- Review complex chargeback and representment cases for quality and accuracy.
- Approve or guide decisions on high-risk or high-value disputes.
- Ensure compliance with Visa, Mastercard, Discover, and other network rules.
- Track and analyze dispute trends, root causes, and process gaps.
- Coordinate with internal stakeholders and external partners (banks/merchants).
Customer Experience & Escalations
- Handle critical customer escalations and ensure timely resolution.
- Ensure team delivers clear, compliant, and professional communication.
- Drive a customer-centric approach