Shift Manager - Portuguese speaking

• Ensuring that the daily and monthly office goals and objectives are achieved as directed by the Office Manager.

• Attending weekly/monthly management meetings to analyse the performance of the Customer Support desks.

• Overseeing day-to-day operations and performance of the Customer Support Department.

• Providing on-going feedback to Team Leaders to identify gaps and the need for improvement of underperforming personnel.

• Providing information on market updates and events to Team Leaders and Customer Support Officers.

• Identifying training needs and providing relevant instructions to the Trainer.

• Analysing performance reports and implementing workflows to meet strategic objectives by way of: Call Monitoring, Validation of First Time Deposits, SMS distribution, and Lead distribution.

• Approving variable remuneration of Customer Support Officers.

• Resolving escalated issues and conflicts within the department as well as with clients and client complaints.

• Ensuring and overseeing the smooth functioning of the VoIP and telephony system, computers, internet, back-office system and website deposit page.

• Assisting HR in the recruitment selection process and ensuring a complete induction process.

• Providing information to clients regarding the company’s trading platform, products and services of the brand represented.

• Providing technical assistance to clients, e.g. deposits and withdrawals.

• Maintaining a positive client experience, escalating client issues to the relevant department.

• Meeting or exceeding the strategic objectives of the company within the scope of the relevant licence/s represented.

• Working with specialized software for client service management and promptly completing necessary information.

• Attending regular training and development relevant to the provision of information to clients.

• Reporting to the Company’s Anti-Money Laundering Compliance Officer any suspicious client behaviour and/or transactions.

• Minimum 2 years’ experience in a similar position or industry.

• Management experience.

• Proficient user of Microsoft Office Suite (Word, Excel, PowerPoint and Outlook).

• Fluent in Portuguese & good English.

• Sophisticated problem-solving skills.

• Ability to adapt to fast changing environment.

• Excellent communication skills.

• Ability to work under pressure in a target-oriented environment.

• Ability to work in a team and independently.

• A university degree.

• Successful completion of appropriate certification, if necessary, as directed by the local regulator.

• Fixed base salary.

• Monthly performance Bonus.

• Relocation package: flight and initial housing.

• A complete education and deep knowledge of the financial global markets.

• Super fun international environment, 300 employees in a huge open floor offices setup.

• Weekly food allowance benefits (applied after three months veterancy).

• Local discounts in a variety of surrounding cafés, GYMs, real-estate agencies, and similar.

• Generous incentivising budgets with great prizes, competition and off-site activities.

• 300 sunny days per year in Malta.

Iris Thaumas