Job Title: Chat Moderator (CM)
We are looking for the right individual:
CM will to monitor our new employee environment, Humanify Neighborhood (Hn). This neighborhood, bringing together all the resources needed for our employees to provide the best customer experiences in the industry
CM will be responsible for reviewing and monitoring Associate and Team Lead chats
CM will look for relevant topic being talked about in chat
CM will watch out for inappropriate topics and information being shared in the platform
CM must ensure that Hn is a safe, fun and productive place for every Teletech employee by enforcing the guidelines
CM will report and notify the Manager for all valid violation caught to ensure that feedback and proper coaching will be given to Associate
CM will support the Hn Analytics Team by doing reviews and working with Data Scientist to develop reports and improve dashboards to provide feedback to the business teams.
CM will also help in modifying algorithms to improve system performance
Key Performance Objectives
1. Achieve 100% of chat monitoring as per humanify neighborhood goals. Chat Moderators weekly / monthly tasks must be managed and met on time. They are responsible for monitoring chats and making decisions on infractions. They educate team by sharing commonalities and recommendations on algorithm modifications. Chat Moderators provide violations and feedback to Managers / Team Leads to discuss areas of improvement with their associates. Chat Moderators are responsible for flagging associates that may need intervention. (Time management, achievement motivation, results orientation, efficiency, accountability)
2. Learn key business objectives, timeframes, and requirements associated with each goal and task. Become a humanify neighborhood quality process and system expert. This includes a high level of knowledge in quality assurance practices, policies, and client specific requirements. They should have a thorough understanding of systems that support those functions. Adapt quickly to any changes in the process. Be able to troubleshoot issues and report issues that will impact department systems. Understand the requirements for each task while strictly adhering to client's and TeleTech's policies. Recommend changes to the process when applicable to improve the overall business experience. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)
3. Chat Moderators are responsible for completion of a chat violation evaluations. Chat Moderators should gather information, observe the process and participate in efforts to constantly look for opportunities to improve current processes and associate following chat guidelines, and communicate ideas for improvement to their business owners regularly. (Observation, innovation, creativity, collaboration, communication)
4. Provide information and insight to the businesses analysts and managers to help. Participate in testing solutions to ensure problems have been resolved. (Analysis, problem solving, judgment, communication, system troubleshooting)
Basic Qualifications
Strong understanding of Teletech's business, core values, and goals
Great interpersonal skills in dealing with a diverse population
Open, honest, and empathetic manner when dealing with people
High customer service orientation
High level of integrity, honesty, and judgment
Ability to respect and ensure strict confidentiality of data
Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management
Strong attention to detail and desire to follow procedures
Strong verbal and written communication skills
Proficient English, both written and verbal
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
Have knowledge in using Power BI and data analysis
Preferred Qualifications
Knowledge of call center business
Call center experience
Reporting and analysis
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
TTEC
We are looking for the right individual:
CM will to monitor our new employee environment, Humanify Neighborhood (Hn). This neighborhood, bringing together all the resources needed for our employees to provide the best customer experiences in the industry
CM will be responsible for reviewing and monitoring Associate and Team Lead chats
CM will look for relevant topic being talked about in chat
CM will watch out for inappropriate topics and information being shared in the platform
CM must ensure that Hn is a safe, fun and productive place for every Teletech employee by enforcing the guidelines
CM will report and notify the Manager for all valid violation caught to ensure that feedback and proper coaching will be given to Associate
CM will support the Hn Analytics Team by doing reviews and working with Data Scientist to develop reports and improve dashboards to provide feedback to the business teams.
CM will also help in modifying algorithms to improve system performance
Key Performance Objectives
1. Achieve 100% of chat monitoring as per humanify neighborhood goals. Chat Moderators weekly / monthly tasks must be managed and met on time. They are responsible for monitoring chats and making decisions on infractions. They educate team by sharing commonalities and recommendations on algorithm modifications. Chat Moderators provide violations and feedback to Managers / Team Leads to discuss areas of improvement with their associates. Chat Moderators are responsible for flagging associates that may need intervention. (Time management, achievement motivation, results orientation, efficiency, accountability)
2. Learn key business objectives, timeframes, and requirements associated with each goal and task. Become a humanify neighborhood quality process and system expert. This includes a high level of knowledge in quality assurance practices, policies, and client specific requirements. They should have a thorough understanding of systems that support those functions. Adapt quickly to any changes in the process. Be able to troubleshoot issues and report issues that will impact department systems. Understand the requirements for each task while strictly adhering to client's and TeleTech's policies. Recommend changes to the process when applicable to improve the overall business experience. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)
3. Chat Moderators are responsible for completion of a chat violation evaluations. Chat Moderators should gather information, observe the process and participate in efforts to constantly look for opportunities to improve current processes and associate following chat guidelines, and communicate ideas for improvement to their business owners regularly. (Observation, innovation, creativity, collaboration, communication)
4. Provide information and insight to the businesses analysts and managers to help. Participate in testing solutions to ensure problems have been resolved. (Analysis, problem solving, judgment, communication, system troubleshooting)
Basic Qualifications
Strong understanding of Teletech's business, core values, and goals
Great interpersonal skills in dealing with a diverse population
Open, honest, and empathetic manner when dealing with people
High customer service orientation
High level of integrity, honesty, and judgment
Ability to respect and ensure strict confidentiality of data
Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management
Strong attention to detail and desire to follow procedures
Strong verbal and written communication skills
Proficient English, both written and verbal
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
Have knowledge in using Power BI and data analysis
Preferred Qualifications
Knowledge of call center business
Call center experience
Reporting and analysis
Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
TTEC
Other Info
Pampanga
Permanent
Full-time
Permanent
Full-time
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TTEC
About the company
TTEC jobs
Mandaluyong City, Metro Manila
Position Chat moderator recruited by the company TTEC at Pampanga, Joboko automatically collects the salary of , finds more jobs on Chat Moderator or TTEC company in the links above
About the company
TTEC jobs
Mandaluyong City, Metro Manila