Call Center Representative

• Cultivate a team of customer service experience Investment Representative superstars
• Help to ensure that people know the importance of their roles, and how that effort is measured and supports the goals of the organization
• Fail fast and learn even faster
• Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback to provide a well-rounded view of one’s overall performance
• Champion a continuous improvement service philosophy. Sets the standard to always have World Class customer service and challenges your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results
• Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better
• Work with Trade Control to reach out to clients who encounter issues or who escalate
• Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base

Supervisor, Trading – QTrade Contact Center

Supervisor, Trading