Customer Service Operations Team Leader

eToro has created an intuitive Social Trading platform that gives traders and investors access to global stock markets, commodity trading, cryptocurrency trading, and more. We strive to make money management available and accessible to everyone (even to users with no prior experience or knowledge). We have over 33 million users worldwide, and our platform is available in over 140 countries around the world.

With over 1500 employees worldwide, We have locations in the US, Cyprus, UK, Australia, Germany, and Israel, and we are constantly growing and expanding into new markets.

We are constantly growing and are excited to share that we are looking for a Customer service Operations Team Leader to join our team!

Responsibilities:

Overseeing the operations of the global customer service department
Workforce management planning, forecasting, and scheduling
Review analysis of statistics, results, and industry news to predict, plan, and rearrange the workforce
Keep track of attendance, daily statistics, and time off and use to schedule global workforce - coordinating lateness, vacations, etc.
Measure KPIs and create a forecast of what each agent should be focused upon based on monitoring assignments breakdown and plan. (backlog, and incoming numbers)
Develop shift schedules with agents each month to ensure call center objectives are covered.
Monitor and report agent's activity and performance - close communication with managers regarding productivity
Ensure all tasks/cases assigned to agents are being done promptly, and at the highest quality report and raise flags to the TL when needed
Identifying and handling Production Incidents, volatile market conditions, or any technical discrepancies
Ensure Premium cases are being prioritized, raise a flag, and take action if you notice something getting stuck
Reporting, analysis, summaries, and suggestions are to be provided daily to management

Requirements:

Excellent analytical skills with the ability to interpret data and identify trends.
Effective communication and interpersonal skills.
Previous experience in customer service contact centers within the financial services industry is preferred.
Attention to detail and ability to work under pressure in a fast-paced environment.
Excellent organizational skills with attention to detail
Tech-savvy; Advanced knowledge of SF and Monday.com
Proficiency with the English language
Excellent problem-solving skills
Min. 3 years experience as call center supervisor or similar shift management or workforce management position

Sub Department:
CS