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Supervisor, Client Experience, Toronto

Job Description

Supervisor, Client Experience

Role Summary:

Reporting to the Manager Global Client Experience, the Client Experience Supervisor is responsible for the productivity and service quality of their respective team. Accountable for the Voice, Web Chat and eMail support channels, the Supervisor will focus on delivering results primarily through the performance of the people on their team. Driving results by ensuring team members have clarity around their goals and objectives, understand how they will be measured and providing coaching to deliver against the assigned objectives. During unprecedented peak periods, the Supervisor will also be expected to handle client questions and inquiries to support resource accessibility.

Specific Duties:

  • Develop a strong understanding of OANDA’s product offerings, how our systems work and customer lifecycles;

  • Create bridges with the various departments to ensure Client Experience is updated in a timely way

  • Utilize call center metrics to increase customer engagement and ultimately satisfaction scores by eliminating pain points in the process

  • Develop and implement on going training sessions to ensure superior OANDA product knowledge of team members to ensure positive outcomes with engagement with clients

  • Identify the types and causes of call center turnover and factors that impact agent retention

  • Workforce management, including scheduling introducing changes to improve customer satisfaction, managing to outcomes and empowering Client Service team to resolve on 1st contact where possible

  • Cultivate and sustain a work environment that motivates high performance; recognizes and rewards individual and team excellence; and instills employee loyalty

  • Develop and implement objectives with employees on the team

  • Leverage the monitoring and coaching program to conduct monthly evaluations

  • Provide constructive feedback to help employees course correct and achieve assigned deliverables

  • Identify and implement appropriate actions based on employee satisfaction survey results

    Reporting to this position:

    Client Experience Associates (Toronto team)

    Qualifications:

  • University degree or college diploma in a related field (or equivalent work experience)

  • A minimum of 3-5 years experience in a supervisory role in foreign exchange or a similar industry

  • Demonstrated experience supervising employees in a client team, preferably in foreign exchange or a similar industry, including the ability to set goals and objectives and manage performance against those goals

  • Maintain licensing (as required) within the regulated supported regions (NFA, MAS, ASIC)

  • Experience coaching and motivating a team to work together collaboratively;

  • Ability to manage change by supporting innovation or implementing organizational changes required to increase the organization’s effectiveness

  • Strong analytical skills and the ability to assimilate and interpret large amounts of data to drive change and objectives within the team

  • Excellent Interpersonal Awareness and skills to manage situations in a diplomatic, respectful and inclusive manner

  • Passionate about making a difference for OANDA's clients and the people who support them.

Apply