Team Leader - Forex Call Center (Hindi)

About the role

The Team Leader – Forex Call Center is a full‑time, on‑site role based in Sri Lanka. You will supervise a team of call‑center agents handling forex‑related customer inquiries, ensure service quality and meet performance targets.

Key responsibilities

• Monitor call queues and allocate workloads among agents.
• Provide guidance on complex forex customer issues.
• Coach, mentor and conduct performance reviews for team members.
• Organise training sessions to improve product knowledge and service standards.
• Prepare reports, analyse key metrics and ensure compliance with regulatory and company policies.
• Collaborate with management to enhance processes and customer satisfaction.

Required profile

• Strong interpersonal, communication and customer‑service skills.
• Good analytical ability to interpret performance data and identify trends.
• Prior experience in call‑center operations, preferably in forex or financial services, with supervisory experience.
• Knowledge of basic forex concepts and financial products.
• Ability to work under pressure, manage shifting priorities and uphold high ethical and compliance standards.
• Relevant diploma or degree in business, finance or a related field (or equivalent experience).

Required skills

• Proficiency with call centre software.
• Proficiency with MS Office tools (Word, Excel, PowerPoint).