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 skilled 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 current 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