Remote Web Chat Manager

Job Description:

We are looking for a Remote Web Chat Manager to join our team at Gcash. As a Mid-to-Senior Level position, you will be responsible for managing a team of remote web chat agents who provide customer support services. Your main responsibilities will include overseeing the daily operations of the chat team, ensuring high-quality service delivery, and driving continuous improvement in performance metrics.

Responsibilities: - Manage a team of remote web chat agents, providing direction, support, and feedback to ensure optimal performance - Develop and implement strategies to improve the efficiency and effectiveness of the chat team - Monitor and analyze chat interactions to identify trends, issues, and opportunities for improvement - Collaborate with other departments to address customer issues and concerns in a timely and effective manner - Ensure that the chat team meets or exceeds key performance metrics, such as response time, resolution rate, and customer satisfaction - Conduct regular training sessions to enhance the skills and knowledge of the chat team - Maintain up-to-date knowledge of the company's products, services, and policies - Handle escalated customer inquiries and complaints, providing timely and satisfactory resolutions - Prepare and present reports on chat team performance, trends, and recommendations for improvement - Stay current on industry best practices and technologies to drive innovation in chat support services

Requirements: - 7+ years of experience in a customer service or contact center environment, with at least 3 years in a supervisory or managerial role - Energetic and resourceful personality traits - Excellent decision-making and presentation skills - Proficient in using chat support software and tools - Strong communication and interpersonal skills - Ability to work in a fast-paced and dynamic environment - Bachelor's degree in Business Administration, Communications, or a related field preferred

Benefits: - Visa sponsorship for eligible candidates - Paid Time Off (PTO) - Paid sick leave - Opportunities for personal and professional development

Equal Opportunity Statement: Gcash is an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees. We value and celebrate individual differences and strive to provide equal opportunities for all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other legally protected status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.