Location:
Cebu, Cebu
Contract Type:
Full Time
Experience Required:
2 years
Education Level:
Bachelor’s Degree
Job Description
Chat Monitoring Admin (Cebu) | Onsite
Work Setup: Onsite (Cebu City)
Shift: No Fixed Schedule
The Chat Monitoring Admin is responsible for overseeing the distribution, tracking, and reporting of all customer chat interactions. This role ensures that chats are properly assigned to available agents, monitors service levels and response times in real-time, and generates reports to evaluate performance and productivity. The Chat Monitoring Admin plays a key role in maintaining efficient workflow, ensuring customer satisfaction, and supporting the overall quality of chat operations.
Benefits:
Upon regularization:
- 10 VL, 10 SL, 5EL
- HMO Health Insurance avail on the 4th Month -(Employee + 1 Free Dependent)
Responsibilities:
Manage and distribute incoming chats to the appropriate agents or teams.
Monitor real-time chat activity to ensure timely responses and service level compliance.
Track agent availability, workload, and chat handling efficiency.
Identify and escalate issues such as delays, system errors, or service gaps.
Prepare daily, weekly, and monthly reports on chat performance, productivity, and quality.
Provide recommendations for process improvements based on monitoring insights.
Collaborate with HR, team leaders, and management to align on staffing and performance goals.
Requirements: 2 to 4 years of relevant experience
Work Setup: Onsite (Cebu City)
Shift: No Fixed Schedule
The Chat Monitoring Admin is responsible for overseeing the distribution, tracking, and reporting of all customer chat interactions. This role ensures that chats are properly assigned to available agents, monitors service levels and response times in real-time, and generates reports to evaluate performance and productivity. The Chat Monitoring Admin plays a key role in maintaining efficient workflow, ensuring customer satisfaction, and supporting the overall quality of chat operations.
Benefits:
Upon regularization:
- 10 VL, 10 SL, 5EL
- HMO Health Insurance avail on the 4th Month -(Employee + 1 Free Dependent)
Responsibilities:
Manage and distribute incoming chats to the appropriate agents or teams.
Monitor real-time chat activity to ensure timely responses and service level compliance.
Track agent availability, workload, and chat handling efficiency.
Identify and escalate issues such as delays, system errors, or service gaps.
Prepare daily, weekly, and monthly reports on chat performance, productivity, and quality.
Provide recommendations for process improvements based on monitoring insights.
Collaborate with HR, team leaders, and management to align on staffing and performance goals.
Requirements: 2 to 4 years of relevant experience
Number of vacancies:
1
Company Description
We DO NOT charge an applicant.
Founded by experts with more than 70 years of collective experience in the staffing solutions industry, TASQ understands the unique challenges in the talent acquisition space and is committed to being the trusted partner of companies in their pursuit of hiring the best people to fill their manpower needs.
Composed of highly skilled team members who have worked with organizations ranging from small-to-medium entities to large-scale enterprises (including Fortune 500 companies), TASQ is fully capable of meeting staffing demands at all levels and across different industries.
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