Team Lead, Online Support Desk

Team Management & Operations

• Lead and supervise Online Support Desk team handling inbound and outbound client calls.
• Allocate daily tasks and monitor productivity, call volumes, SLAs, resolution TAT, and service quality.
• Conduct team briefings, coaching, performance reviews, and knowledge-sharing sessions.
• Manage escalated complaints and ensure timely resolution as per defined processes.

Client & Application Support

• Oversee client queries related to mobile and web-based online trading applications.
• Support issues related to login, authentication, password resets, fund transfers, order placement, application navigation, and technical issues.
• Handle complex/escalated client queries and ensure professional and accurate communication.
• Support new client onboarding and provide step-by-step guidance on application registration and usage.

Digital Product & Customer Engagement

• Ensure team awareness of new application features, system enhancements, products, and digital initiatives.
• Coordinate with Product, Technology, Operations, and Business teams for issue resolution and application updates.
• Supervise outbound calling campaigns for product awareness, digital adoption, and customer engagement.
• Participate in on-ground and virtual client awareness camps.

Training, Reporting & Performance

• Conduct product, process, application, and customer-handling training for team members.
• Maintain FAQs, process guides, troubleshooting documents, and knowledge resources.
• Prepare and analyze reports on call volumes, FCR, TAT, escalations, customer feedback, productivity, and digital adoption.
• Monitor KPIs, SLAs, call quality, customer satisfaction, and process adherence.
• Identify recurring issues and recommend process improvements to improve client experience and digital adoption

Preferred candidate profile