Team Leadership: Manage and motivate chat support agents to meet performance targets and uphold service standards. Conduct regular coaching and development sessions.
Performance Monitoring: Track real-time metrics (e.g., chat volume, response time, CSAT) and address performance gaps through feedback and strategies.
Quality Assurance: Conduct chat audits, ensure adherence to standards, and lead training initiatives to close skill gaps.
Operational Support: Troubleshoot and resolve issues affecting productivity or customer experience. Monitor workflows for efficiency.
Client Interaction: Serve as the main contact for clients, provide performance reports, and maintain proactive relationships to exceed expectations.
Escalation Management: Resolve escalated customer issues promptly and ensure high satisfaction.
Process Optimization: Collaborate with management to streamline operations and enhance service delivery based on agent feedback and performance data.
Qualifications & Skills:
Minimum of 3-5 years of experience in a BPO environment, with at least 2 years in a leadership or supervisory role.
Proven track record of managing teams to meet performance metrics and deliver exceptional customer experiences.
Proficiency in using chat support platforms, CRM systems, and other customer service tools.
Strong understanding of customer service best practices and BPO industry standards.
Bachelor's degree in Business, Communications, or a related field (preferred).
Certifications in customer service, leadership, or quality management are a plus.
