• 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.

• 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.

Desired Candidate Profile

• 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.