About this role
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.
* Candidates should be amenable to work on-site (Estancia Mall, Pasig City) and graveyard schedule following EST/CST timezone.