Chat Monitoring Admin

About the Position: Chat Monitoring Admin (Cebu) | Onsite

Work Arrangement: Onsite (Cebu City)

Shift: No fixed schedule

The Chat Monitoring Admin is responsible for overseeing the assignment, tracking, and reporting of all customer chat interactions. This role ensures chats are properly routed to available agents, monitors service levels and response times in real-time, and produces reports to assess performance and productivity. The Chat Monitoring Admin plays a vital role in maintaining workflow efficiency, enhancing customer satisfaction, and supporting the overall quality of chat operations.

Responsibilities:

- Manage and assign incoming chats to the appropriate agents or teams.

- Observe live chat activity to ensure prompt responses and adherence to service levels.

- Track agent availability, workload, and chat handling efficiency.

- Detect and escalate issues such as delays, system errors, or service gaps.

- Generate daily, weekly, and monthly reports on chat performance, productivity, and quality metrics.

- Offer recommendations for process improvements based on monitoring data.

- Work closely with HR, team leaders, and management to align staffing and performance objectives.

Qualifications:

- 2 to 4 years of relevant experience

Benefits:

- Upon regularization:

- 10 VL (Vacation Leaves), 10 SL (Sick Leaves), 5 EL (Emergency Leaves)

- HMO health insurance starting from the 4th month (coverage for the employee and one dependent at no cost)