Specialized CS Operation Supervisor

Description:

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 Title to join our team!

What will you be doing?

•  Team Leadership:
• Supervise, coach, and develop a group of Team Leaders
• Conduct regular performance evaluations and provide actionable feedback.
• Operational Management:
• Monitor daily operations to ensure efficient and effective handling of customer inquiries, complaints, and escalations.
• Ensure adherence to company policies and procedures - quality mishandles.
• Manage and optimize workflow processes to improve service delivery.
• Performance Monitoring:
• Track and analyze key performance indicators (KPIs) and service metrics.
• Prepare regular performance reports and present findings to management.
• Identify areas for improvement and implement corrective actions as needed.
• Customer Experience:
• Address escalated customer issues and ensure swift resolution.
• Develop and implement initiatives to enhance overall customer satisfaction.
• Training & Development:
• Raise training needs and knowledge/process gaps to domain specialists
• Keep the team informed of new procedures, product updates, and industry trends.
• Quality Assurance:
• Conduct regular audits and customer interactions reviews to ensure quality standards compliance.
• Implement coaching sessions, ticket reviews and continuous improvement processes.
• Administrative Duties:
• Oversee TL management of scheduling, attendance, and performance records.
• Handle administrative tasks related to operations and team management.

• Bachelor’s degree in Business Administration, Management, or a related field preferred.
• Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or team lead role.
• Proven experience in managing customer service operations or similar roles.
• Strong leadership and team management skills with proven experience in surpassing KPIs above target benchmarks
• Excellent communication and interpersonal skills
• Proficient in using customer service software, Salesforce, Excel, Monday, and performance tracking tools.
• Analytical and problem-solving skills with a focus on process improvement.
• Ability to work in a fast-paced, dynamic environment, with outstanding time management skills.
• Detail-oriented with strong organizational skills.
• English - Native level