Job Description

Chat Operations Manager is responsible for leading and optimizing the performance of customer service team focused on chat interactions. This role drives the achievement of key digital customer service indicators (KPIs), ensures efficient handling of chat volumes, and maintains a consistently high-quality customer experience across all chat channels. The manager will lead, develop, and mentor their agents, implement strategic initiatives for chat operations, and foster a culture of digital excellence and continuous improvement.

Key Responsibilities:

  • Operational Leadership: Oversee the daily operations of customer service team, ensuring optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures.
  • Performance Management: Establish, monitor, and achieve critical chat-specific customer service KPIs, including Average Response Time (ART), Concurrent Chat Handling, Chat Abandonment Rate, Qualit...

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