Chat Monitoring Admin

Work Setup: Onsite (Cebu City)

Shift: No Fixed Schedule

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.

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.

Requirements: 2 to 4 years of relevant experience

Benefits:

Upon regularization:
- 10 VL, 10 SL, 5EL
- HMO Health Insurance avail on the 4th Month (Employee + 1 Free Dependent)