Acting Customer Support Team Leader - India

Your role at Exness:

Manage customer service team by overseeing daily operations, coaching team members, resolving escalated issues, monitoring performance, and enhancing customer satisfaction through effective leadership and communication.

You will:

Performance Monitoring and Reporting:

• Monitoring Individual& Team performance.
• Call performance monitoring
• Case monitoring
• Monitoring CSE attendance and online hours.
• Productivity Report - on individual workload
• KPI sheet preparation for KPI metrics
• Quarterly Performance appraisal - update in Jira
• Quarterly Performance Review
• Weekly QA Sampling, checking, and Conducting coaching sessions for the team
• PIP/PDP Creating the plans and conducting the sessions until closure
• Discuss 360 feedback with direct reports

Operational Management:

• Provide CSE assistance on the floor
• Track team members' Seminar attendance
• Check Monthly Quiz completion
• Check SS pending documents (e.g., compromised person, blocklist, spam, forgery, inconsistent profile, Final Tag Removal)
• PSP verification.
• Termination cases (underage / no KYC / company initiation/client's request)
• Pending payment cases, inform the POS team / HVC
• Incident tracking and updating team members if the incident affects the regional team
• Organizing regional team meetings
• Handling difficult clients' chats/cases based on team members' escalation
• Approve/create Service Desk Requests
• Buddy programs / Onboarding
• Team member conflict management
• Fraud cases, personally conducting the reporting of a case and overseeing the communication with clients
• Monitoring New Service implementation and reporting issues/suggesting improvements
• Hoc tasks (ad-hoc tasks)

HR and Administrative Tasks:

• Team hiring (interviews).
• Leaves approval.
• Checking and signing off the shift timetable with WFM (including Leave updates and shift swap requests).
• Degreed: Direct Reports management.

KPI Related:

• Individual Task: Enhance the outcomes of low-performing employees, particularly in terms of Customer Satisfaction (CSAT) and overall effectiveness.
• External stakeholder management: Develop optimal strategies and practices to enhance team operations and integrate them into your daily workflow. Present findings to the (HOD) and (CSMs) every quarter.

What makes you a great fit:

• More than 2 years tenure in Exness or 2 years in Leadership role
• Excellent Communication Skills in English and Hindi 
• Technical Proficiency
• Problem-Solving Abilities
• Leadership skills
• Analytical Skills
• Self-motivated and highly reliable

Your journey after applying:

1. First interview (up to 30 minutes)
2. Task Assessment (3 Days)
3. Final interview with your future team (1 hour)

Deadline to Apply: Monday, 26th May 2024 (Any application after this date will not be accepted)

As per our internal mobility policy, please note that promotions to people manager roles may include a trial period with an acting job title. Please review part 4.1 in the policy for the trial period conditions and more details.