Job Summary
As a Forex Customer Support Team Leader, you will play a pivotal role within our customer-centric team, overseeing and guiding a team of customer support representatives to ensure efficient and high-quality support for our Indian client base. Your role will be focused on ensuring smooth internal operations within the customer support team, creating, enhancing and streamlining internal processes to improve team efficiency, productivity, and overall service quality. You will supervise the daily activities of the team, monitor performance, and provide the necessary coaching and guidance to ensure adherence to service standards.
This position requires a dedicated, proactive, and driven professional who has strong leadership qualities, is an effective listener with exceptional communication, relationship-building, problem-solving, and analytical skills, along with a genuine passion for people that will be instrumental in not only leading the team but also in cultivating a customer-centric ethos throughout the support department.
Key Duties and Responsibilities, including but not limited to:
- Team Leadership: Lead and manage a team of customer support representatives, ensuring the delivery of high-quality service that meets or exceeds customer satisfaction and quality assurance targets across various communication channels (phone, live chat, email, etc.) with the goal of resolving questions, concerns, and issues effectively at the first point of contact.
- KYC Support Oversight: Supervise the team's involvement in supporting the Know Your Customer (KYC) process by ensuring accurate guidance and clear communication regarding documentation requirements.
- Interaction Documentation: Ensure all customer interactions are accurately documented in the company’s systems and use this data to identify trends and support the development of internal resources such as FAQs.
- Advanced Problem Solving: Investigate and analyse complex challenges by identifying root causes and recommending appropriate and creative solutions.
- Team Collaboration and Development: Foster a culture of collaboration among customer support agents, supervisors, and other departments. Lead training sessions and contribute to ongoing professional development to enhance skills and knowledge across the team.
- Product Knowledge Mastery: Maintain up-to-date knowledge of the company’s products, services, features and platform updates, and ensure the team is well-informed through regular briefings.
- Process Development: Create, review, and enhance customer support protocols and procedures to improve efficiency, consistency, and service quality across the team. Identify patterns in customer feedback and service interactions, proposing actionable improvements to processes and services.
- Performance Monitoring: Monitor team performance using key performance indicators (KPIs), providing regular feedback to drive continuous improvement and maintain service excellence.
- Reporting and Analysis: Prepare and analyse regular performance and operational reports, using data insights to evaluate team productivity, identify areas for improvement, and perform strategic decision-making.
- Compliance Assurance: Ensure all activities within the customer support team are compliant with regulatory requirements and internal company policies.
