Review and rate all modes of communication used by customer service agents.
Develop reports to pass on feedback to management and team leads.
Ensure the feedback flows through to the agents and the changes are implemented.
Collate feedback from team leads of issues faced by agents and work with the respective teams to address them (IT, trainers, management).
Develop strategies to improve the quality of the customer service agents.
Planning of workforce - allocate right person to the right task based on the skill set of the agent.
Shift rostering – determine the resource allocation for shifts based on the requirement.
Experience: 4+ years in trading or brokerage industry
Education: University degree (Bachelors) required
Knowledge in capital markets, derivatives and currency derivatives
High level of MS Excel skills required
Language skills: Fluent English
Good quantitative/analytical skills
Excellent oral/written communication skills required
Interactive Brokers ("IBKR"), a subsidiary of publicly-traded Interactive Brokers Group, Inc., based in Greenwich, Connecticut (NASDAQ: IBKR) is a low-cost provider of trade execution and clearing services for active traders, institutional investors, financial advisors and introducing brokers. IBKR’s premier technology provides electronic access to stocks, options, futures, forex, bonds, and funds worldwide from a single IBKR Integrated Investment account. IBKR is one of the largest online brokers by trade volume and is consistently ranked at the top of its field.
Our employees are part of a dynamic, multinational, fast-paced, results-oriented team working to provide our customers with state-of-the-art trading technology, superior execution capabilities, worldwide electronic access, and sophisticated risk management tools.
Our headquarters are in Greenwich, CT, USA. IBKR has offices in the United States, Australia, Canada, China, Estonia, Hong Kong, Hungary, India, Ireland, Japan, Luxembourg, Russia, Singapore, Switzerland and United Kingdom.
IBKR is a member of NYSE, FINRA, and SIPC. Interactive Brokers Group brokerage affiliates are regulated by securities and commodities agencies around the world.
Click HERE to view a short video with a few words from current Interactive Brokers employees.