Job Description Assistant Manager | Chat Process

Location: Gurgaon

Industry: BPO / Customer Service

Key Responsibilities:

- Manage and lead the Chat Process team to achieve operational targets.

- Monitor and manage Chat Concurrency and agent productivity.

- Ensure effective handling of Live Chats while maintaining quality and customer experience.

- Monitor and achieve FRT (First Response Time) targets.

- Track key metrics including AHT, CSAT, FRT, Concurrency, Quality, Productivity, FCR & Attrition.

- Monitor chat interactions and ensure adherence to SOPs and quality standards.

- Handle customer escalations and ensure timely resolution.

- Conduct performance reviews, coaching and feedback sessions.

- Analyze performance reports and identify areas for improvement.

- Coordinate with Quality,



Training and WFM teams to improve operational performance.

- Drive process improvements to enhance productivity and customer satisfaction.

Requirements:

- 2-3 years of experience in Chat/Customer Service BPO.

- Prior 1 year of experience as Assistant Manager preferred.

- Solid knowledge of Chat Concurrency, Live Chat Handling, FRT & AHT.

- Excellent communication, analytical and people-management skills.

Budget- Upto 6.5 LPA

6 days working

Looking for Immediate Joiners

Interested candidates can share resume to HR Sonam- (phone hidden)

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