Desks & teams
Who covers which clients, languages and hours. Assignment rules route new leads to the right desk automatically.
Desks
7
3 client-facing · 4 operations
Staff on desks
24
19 online now
Clients assigned
4,334
312 in the unassigned pool
Lead routing
1m 42s
median to first call · −12.4% MoM
Desks
Server time GMT+3 · KPIs are month-to-date
Sales EN
4/5 onlineConverts English-speaking leads (UK, Africa, LatAm EN) to first deposit.
James Carter
Head of desk
09:00 – 23:00 GMT+3
ENPTES
Calls today
412
▲ 8.4%
FTDs MTD
186
▲ 12.1%
Conversion
14.2%
▲ 1.3%
Net deposits
$1.24M
▲ 9.6%
Members1,530 / 2,000 clients
James Carter
Head of Sales · EN
Ethan Brooks
Senior Account Manager
Ana Souza
Account Manager
Lucas Ferreira
Account Manager · LatAm
Carlos Mendoza
Junior Account Manager
Book capacity77%
SLA Lead called < 15 min: 91.4%
Sales HI
3/4 onlineHindi-speaking desk for India, Nepal and the Gulf diaspora.
Rahul Verma
Head of desk
08:00 – 21:00 GMT+3
HIENUR
Calls today
538
▲ 14.2%
FTDs MTD
224
▲ 18.6%
Conversion
16.8%
▲ 2.1%
Net deposits
$942K
▲ 6.2%
Members1,356 / 1,600 clients
Rahul Verma
Head of Sales · HI
Vikram Iyer
Senior Account Manager
Arjun Mehta
Account Manager
Zara Sheikh
Account Manager · UR/HI
Book capacity85%
SLA Lead called < 15 min: 94.8%
Retention
3/3 onlineReactivates dormant traders and grows funded clients' wallets.
Fatima Al-Sayed
Head of desk
06:00 – 19:00 GMT+3
ENARMS
Reactivated
142
▲ 6.8%
Retention 90d
71.4%
▲ 1.9%
Redeposit rate
38.2%
▼ 1.4%
Net deposits
$2.18M
▲ 11.2%
Members1,448 / 1,800 clients
Fatima Al-Sayed
Head of Retention
Laila Farouk
Retention Manager · AR
Aisha Rahman
Retention Manager · MY/ID
Book capacity80%
SLA Dormant contacted < 48 h: 88.6%
Dealing
2/3 onlineB-book risk, manual fills, requotes and LP routing, 24/5.
Thomas Müller
Head of desk
24/5 GMT+3
ENTRJA
Manual fills
1,284
▼ 4.2%
Avg slippage
0.12 pips
▼ 8.1%
Requote rate
0.31%
▼ 0.4%
B-book P&L MTD
$684K
▲ 5.4%
Members
Thomas Müller
Head of Dealing
Hassan Karimi
Senior Dealer
Yuki Tanaka
Dealer · Asia
SLA · Fill < 150 ms99.2%
KYC / Compliance
3/3 onlineKYC review, AML screening, source-of-funds and regulatory reports.
Sofia Rossi
Head of desk
08:00 – 22:00 GMT+3
ENITTL
Files reviewed
2,410
▲ 9.8%
Avg decision
38 min
▼ 12.4%
Approval rate
82.6%
▲ 0.8%
AML alerts open
7
▼ 30.0%
Members
Sofia Rossi
MLRO · Head of Compliance
Isabella Cruz
KYC Analyst
Kwame Mensah
AML Analyst
SLA · KYC decision < 2 h93.1%
Finance
1/2 onlineWithdrawal approvals, PSP reconciliation and IB payouts.
Elena Petrova
Head of desk
04:00 – 20:00 GMT+3
ENELVI
Payouts MTD
4,812
▲ 7.2%
Avg payout time
2h 14m
▼ 9.6%
Recon breaks
3
▼ 40.0%
Volume paid
$8.42M
▲ 4.1%
Members
Elena Petrova
Finance Lead
Nguyen Thu Ha
Payments Officer · APAC
SLA · Payout < 4 h95.2%
Support
3/4 online24/7 live chat, tickets and phone in EN, AR, ZH and FR.
Mei Lin
Head of desk
24/7 GMT+3
ENARZHFRHI
Tickets MTD
6,284
▲ 3.2%
First reply
1m 48s
▼ 14.2%
CSAT
4.72
▲ 1.1%
AI deflection
46%
▲ 5.8%
Members
Mei Lin
Support Lead
Daniel Okafor
Support Agent · EN/FR
Omar Haddad
Support Agent · AR
Priya Nair
Support Agent · HI
SLA · First reply < 5 min97.4%
Assignment rules
Evaluated top to bottom when a lead registers
1
Language = Hindi / Urdu, or country IN · NP
→Sales HI· Round-robin by capacity
2
Country GB · NG · ZA · KE · GH, language EN
→Sales EN· Round-robin by capacity
3
LatAm (BR · MX · CO) sign-ups
→Sales EN · Lucas Ferreira· Sticky to PT/ES speaker
4
Funded client dormant for 30+ days
→Retention· Owner keeps book, retention co-assigned
5
Net deposits > $25,000
→Retention · VIP· Assigned to head of desk
6
No rule matched
→Unassigned pool· Picked manually within 15 min