Team Leadership and Management:

• Supervise and mentor a team of chat/support agents, providing guidance, training, and performance feedback.
• Develop and implement scheduling plans to ensure adequate coverage and meet service level agreements (SLAs).
• Foster a positive and productive work environment, addressing any employee issues or conflicts that arise.

Operational Oversight:

• Monitor real-time chat interactions to ensure adherence to company standards and protocols.
• Analyze performance metrics and data to identify trends, assess team performance, and implement improvements.
• Coordinate with outsourced partners to ensure seamless integration and alignment with organizational goals.

Quality Assurance:

• Conduct regular quality audits of chat interactions to ensure compliance with service standards and policies.
• Implement and manage processes for continuous improvement based on feedback and performance data.

Customer Experience Management:

• Address and resolve escalated customer issues or complaints promptly and effectively.
• Collaborate with the customer service team to refine processes and enhance the overall customer experience.

Reporting and Documentation:

• Prepare and present regular reports on team performance, operational metrics, and areas for improvement.
• Maintain accurate records of team activities, performance issues, and training needs.

Process Improvement:

• Identify opportunities for process optimization and efficiency improvements within the chat operations.
• Work with cross-functional teams to implement new tools, technologies, or practices that enhance operational effectiveness.

Compliance and Security:

• Ensure all operations comply with company policies, legal requirements, and industry standards.
• Oversee the handling of sensitive information and ensure data security protocols are followed.

• Bachelor’s degree in Business Administration, Management, or a related field preferred.
• Proven experience in a supervisory role within a customer service or operations environment, ideally in a chat-based setting.
• Strong leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and performance metrics.
• Familiarity with chat platforms and customer service software.
• Ability to handle complex and sensitive situations with discretion.
• Strong problem-solving skills and a proactive approach to operational challenges.

Preferred Skills:

• Experience managing outsourced operations or vendor relationships.
• Knowledge of industry best practices and trends in chat-based customer service.
• Certification in project management or operations management is a plus.

Kindly put "SUPERVISOR" on your first chat.