Job highlights

- 2-3 years in Chat/Customer Service BPO with 1 year as Assistant Manager, expertise in Chat Concurrency, Live Chat Handling, FRT & AHT
- Lead chat team to meet targets, monitor chat metrics, handle escalations, conduct reviews, and drive process improvements
- Salary up to 6.5 LPA with 6 days working

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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