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.