Chat Assistant Manager

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.

• Strong 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- 7987505248