Job Summary - Chat Monitoring Admin
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.
Key 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.
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.
Key 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.
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Holiday Factory Tour Package Inc.
About the company
Chat and Email Support Representatives - 27K Salary Package
Select VoiceCom
Cebu, Cebu₱27,000 per month
Cebu, CebuAgreement
Cebu, CebuAgreement
Customer Service Representative Bilingual - Arabic Speaker
Cebu, CebuAgreement
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