Location:
Cebu, Cebu
Contract Type:
Full Time
Experience Required:
2 years
Education Level:
Senior High School
Job Description
About the Position: Chat Monitoring Admin (Cebu) | Onsite
Work Arrangement: Onsite (Cebu City)
Shift: No fixed schedule
The Chat Monitoring Admin is responsible for overseeing the assignment, tracking, and reporting of all customer chat interactions. This role ensures chats are properly routed to available agents, monitors service levels and response times in real-time, and produces reports to assess performance and productivity. The Chat Monitoring Admin plays a vital role in maintaining workflow efficiency, enhancing customer satisfaction, and supporting the overall quality of chat operations.
Responsibilities:
- Manage and assign incoming chats to the appropriate agents or teams.
- Observe live chat activity to ensure prompt responses and adherence to service levels.
- Track agent availability, workload, and chat handling efficiency.
- Detect and escalate issues such as delays, system errors, or service gaps.
- Generate daily, weekly, and monthly reports on chat performance, productivity, and quality metrics.
- Offer recommendations for process improvements based on monitoring data.
- Work closely with HR, team leaders, and management to align staffing and performance objectives.
Qualifications:
- 2 to 4 years of relevant experience
Benefits:
- Upon regularization:
- 10 VL (Vacation Leaves), 10 SL (Sick Leaves), 5 EL (Emergency Leaves)
- HMO health insurance starting from the 4th month (coverage for the employee and one dependent at no cost)
Work Arrangement: Onsite (Cebu City)
Shift: No fixed schedule
The Chat Monitoring Admin is responsible for overseeing the assignment, tracking, and reporting of all customer chat interactions. This role ensures chats are properly routed to available agents, monitors service levels and response times in real-time, and produces reports to assess performance and productivity. The Chat Monitoring Admin plays a vital role in maintaining workflow efficiency, enhancing customer satisfaction, and supporting the overall quality of chat operations.
Responsibilities:
- Manage and assign incoming chats to the appropriate agents or teams.
- Observe live chat activity to ensure prompt responses and adherence to service levels.
- Track agent availability, workload, and chat handling efficiency.
- Detect and escalate issues such as delays, system errors, or service gaps.
- Generate daily, weekly, and monthly reports on chat performance, productivity, and quality metrics.
- Offer recommendations for process improvements based on monitoring data.
- Work closely with HR, team leaders, and management to align staffing and performance objectives.
Qualifications:
- 2 to 4 years of relevant experience
Benefits:
- Upon regularization:
- 10 VL (Vacation Leaves), 10 SL (Sick Leaves), 5 EL (Emergency Leaves)
- HMO health insurance starting from the 4th month (coverage for the employee and one dependent at no cost)
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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