• Ensuring every agent is effective in ticket handling - responding and closing tickets on time.
• Ensuring every agent adheres to shift schedules - presence, breaks, and overtimes.
• Assist agents in troubleshooting long handling tickets that are out of SLA.
• Provide daily reporting on agents’ performances.

• Coordinate with the So P team to request and execute points of improvement in order to continuously improve target achievements.
• Coordinate with QA Team to identify patterns of low quality tickets and work with QA Team for coaching and refreshment.

• Provide strong leadership and establish team rules to foster a culture of discipline, collaboration, accountability, and continuous learning.
• Coach, mentor, and develop team members to enhance their skills, knowledge, and performance.

• 5+ years of experience in related fields in managing call centers or customer service functions.
• Strong understanding of the investment industry and trading operations.
• Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
• Excellent analytical skills with the ability to identify opportunities, solve complex problems, and make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization within a multi-national setting.