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 recent 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

📌 Team Lead, Online Support Desk (Vadodara)
🏢 Jhaveri Securities
📍 Vadodara