Manager - Chat Operations - eCommerce

Hiring for an eCommerce company for a role in Chat Operations.

Responsibilities :

- Manage a team of Brand experts and Team Captains and ensure that the quality and productivity targets are met.

- Meeting SLAs at all levels.

- Review/generate reports to monitor performance.

- Provide coaching and feedback to team members to enable them to improve their performance.

- To ensure delivery of specific assigned SLAs like CSAT through his/ her team.

- Process Adherence /Compliance, Team Attrition, Training Development & Initiatives.

- Handle customer, employee and internal partner escalations.

- Prepare monthly reports and relevant statistics for transferred chats received/enquiries/escalations and complaint status.

- Conduct one-on-ones, team meets and performance reviews.

- Communicate all process and client changes to direct reports within specific timeliness

- Promote the use of all center communication tools.

- Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements.

- Keeping a check on Quality of the work for Brand Experts and Team Captains.

Required :

- Proven ability to analyze and improve work processes and policies.

- Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.

- Excellent MS office skills

- Must have handled atleast 30 people team.

- Ability to guide individuals towards goal achievement using negotiation, Teamwork /collaboration, motivation and staff development skills

- Ability to demonstrate innovation and good judgment/problem solving skills when making decisions

- Ability to coach, develop action plans which maximize performance and provide effective feedback

- Experience in handling a team of backend/chat operations would be preferred.