Experienced Live Chat Team Manager for a Top Australian Chat Process – Remote work

PHP 30000 - PHP 35000
Full Time
Aug 15, 2020

Job Overview

So, what are your responsibilities?


  • Attrition and Shrinkage control: Manage and ensure it is controlled and does not exceed the target.

  • AHT control: Monitor AHT of the team members and identify measures to reduce it.

  • TAT: Ensure that all the tasks which are assigned are completed before or by the due date/time.

  • Queue Management: Keep a check on the live chat queue and ensure the chats do not go into a queue and are promptly handled if they do.

  • Quality: Perform daily audits for the team members as per the target and provide feedback. Manage team quality and quality of their transactions.

  • Schedule Management: Manage the break schedule for the team based on the volumes. Prepare the roster for the team as per the forecasted volumes and attendance.

  • Training: Identify training needs (TNI) for the team members and take measures to fulfil those needs or conduct training yourself whenever possible. Creating awareness about the rules and regulations of the company and ensure adherence by the team members.

  • Chat Backup: Ensure that you are trained in the product and pitch in to take live chats whenever there are queued chats or to provide backup for any reason shrinkage, attrition, etc.

  • Client Management: Identify and highlight any issues related to the product or the process of the clients. Provide support to the Account Managers in servicing all client tasks and requirements.

  • Reporting and analysis: Prepare daily/monthly reports and perform analysis to identify areas of improvement and root cause of any issues.

  • Team Management: Manage the performance of the team members and ensure the team performance targets are met. Coaching/Mentoring your team members and ensure their goals align with the business goals of the process and company.

So, do you have what it takes to be a Chat Team Leader?

What are we looking for?


  • Someone with at least two (2) years of relevant Team Leader experience in handling a chat process.

  • Provide quality training and guidance to the chat team.

  • Conduct performance evaluation and ensure quality service has been provided to consumers

  • Monitor team performance to ensure productivity.

  • Escalation of the issue to the second level of technical support

The skills that will help you excel


  • Self-motivated with strong work ethics, work on own initiative, and be able to handle a high-pressure environment.

  • Excellent verbal and written communication skills along with above-average technical know-how.

  • Advanced Excel skills

  • Strong people management and leadership skills

  • Problem-solving skills and can work with minimum supervision.

  • A willingness to teach, train and help the team.

Additional Information-

Qualification

Bachelors/College Degree

Job Type

Permanent Contractual

 

Company Overview –

Greechat is one of the largest and most established providers of Live Chat services. We have a team of over 200 professional agents working across a wide range of industries. We holistically manage live chat operation for our clients to deliver them all the benefits of live chat, without the drawn-out conversations.

Greechat focuses on these key areas of talent management: engagement, development, and culture to motivate, develop, and deliver excellence for our clients.

How to apply

To apply for this job, please send your resume and cover letter including your three favourite movies and your SKYPE ID.

Mandate Requirement: Candidate should have a high-speed internet connection and a laptop with high computer specifications.

Thank you and Good Luck!

Skills Required

  • Writing
  • Customer Support
  • Email Support

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