Call Center Manager

Job Description

REQUIREMENTS

• Bachelor’s degree in Business Administration, Management, Finance, or a related field is preferred for foundational knowledge.
• A minimum of 5 years of experience in call center operations, with at least 2 years in a management role to demonstrate leadership capabilities.
• Prior experience in the Forex/trading industry is required, with a solid understanding of trading platforms, financial instruments, and client onboarding processes.
• Proven track record of managing teams and driving performance in a fast-paced, customer-focused environment.
• Experience with CRM software and call center technologies to optimize workflow and enhance customer interactions.
• Familiarity with regulatory and compliance standards relevant to the Forex industry is an advantage.

RESPONSIBILITES

• Develop and implement effective call center strategies to enhance customer satisfaction and streamline operations within a Forex/trading environment.
• Analyze call center metrics and performance data to identify trends and areas for improvement, ensuring the team meets KPIs.
• Recruit, train, and mentor call center staff — including onboarding new hires on Forex products, trading platforms, and regulatory requirements — to cultivate a high-performing team dedicated to service excellence.
• Establish and maintain a positive work environment that motivates employees and encourages collaboration.
• Ensure all client interactions comply with relevant financial regulations and internal compliance standards.
• Handle escalated client queries related to trading accounts, deposits/withdrawals, and platform issues.

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