Loss Prevention Supervisor- Call Center in Memphis (Memphis, TN)

Loss Prevention Supervisor- Call Center in Memphis

JOB TITLE Loss Prevention Supervisor REPORTING TO Manager Loss Prevention ABOUT DISNEY STORE The Disney Store retail chain which debuted in 1987 is owned and operated by Disney in North America Europe and Japan. Disney Store is the retail merchandising arm of Disney Consumer Products the business segment of The Walt Disney Company (NYSE DIS) and its affiliates that extends the Disney brand to merchandise. Disney Store carries high-quality products including exclusive product lines that support and promote Disney s key entertainment initiatives and characters. Disney Store opened its first store in Glendale California and in doing so originated the themed retail business model. There are currently more than 200 Disney Store locations in North America more than 40 Disney Store locations in Japan and more than 100 Disney Store locations in Belgium Denmark France Ireland Italy Portugal Spain and the United Kingdom plus online stores www.DisneyStore.com www.disneystore.co.uk www.disneystore.fr and www.disneystore.de. Each Disney Store location offers a magical shopping experience that can only be delivered by Disney one of the world s largest and most successful entertainment companies. For more information please visit www.disneyconsumerproducts.com press us disneystore or follow us at www.facebook.com DisneyStore and www.twitter.com DisneyStore. RESPONSIBILITIES Supervision Direct and assist LP Agents with monitoring and conducting investigations on potential fraud issues monitoring credit return NCR transactions for possible fraud monitoring held orders ticklers etc. for possible fraud monitoring Cast Member orders for abuse or theft monitoring screening hold times to ensure an optimal Guest experience Enhance LP Agent productivity through coaching sessions - enforce best practice behaviors Develop LP Agents for future career advancement opportunities Address and follow-up on escalated Guest Service issues Loss Control Identify fraud trends develop implement strategies to mitigate fraud losses Analyze account histories for fraud or abuse Monitor Audit Assign credit card and alternate payment type chargebacks Recommend implement and support new LP programs to quantify and analyze LP results and find efficiencies (i.e. Exception Reporting and Case Statistics) Assist with analyzing and collecting key performance indicators for US & EU business units Identify & investigate both internal & external investigations Researches and documents current procedures and processes that impact fraud Researches documents and implements best practices in the industry with regard to fraud prevention Partner with law enforcement on investigations Assist with special projects Department Management Leads cross-functional initiatives to proactively detect and prevent fraud Review fraud holds daily for timely resolve Maintain consistent and timely communication Partner with Call Center Distribution Center and Home Base departments on all appropriate issues Manage attendance and scheduling for the LP Agents Training Foster a sense of teamwork throughout the DSI organization Identify recruit train develop and manage LP Agents Providing support staff consistent feedback focused direction and team building opportunities Develop and execute training programs that address Call Center Loss Prevention needs BASIC QUALIFICATIONS Bachelor s Degree (strongly preferred) or equivalent training and experience in business. 3 years Supervisory experience in a Call Center Fraud (or LP) related capacity. Fraud Prevention experience strongly preferred. Experience hiring training and developing an hourly workforce. Prior experience delivering training programs orientations. Excellent communication skills both oral and written. Ability to interact well with Cast Members at various levels. Guest Service orientation Proficiency in POS applications.Windows applications Word Excel Access desired