Leads a 20–25-person digital customer service team, overseeing chat operations, staffing, performance KPIs, quality, customer satisfaction, and financial goals. Coaches and develops employees, manages escalations, ensures compliance, analyzes interaction and bot data, and drives process improvements. Collaborates with workforce management, technology, bot, and quality teams to optimize chat workflows, integrate new capabilities, and improve digital customer experience.
- Lead staff of 20-25 associates
- Direct all activities in the department
- Consistently reach business-defined performance indicators with urgency and commitment
- Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
- Conduct regular process reviews to identify improvements
- Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
- Serve as a role model in a culture of accountability, integrity and respect
- Promote an environment of open communication
- In case of quality/navigation specialist role:
- Review and maintain quality standards
- Share regular feedback to agents/associates and also train and coach agents/associates
- Ensure proper capacity planning and maintain work schedules as per requirements
Key Responsibilities:
- Operational Leadership: Oversee the daily operations of customer service team, ensuring optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures.
- Performance Management: Establish, monitor, and achieve critical chat-specific customer service KPIs, including Average Response Time (ART), Concurrent Chat Handling, Chat Abandonment Rate, Quality Assurance (QA) scores for written interactions, and First Contact Resolution (FCR) in digital channels. Develop and implement strategies to enhance these metrics.
- Team Development & Coaching: Lead, coach, and mentor team members focusing on effective written communication, tone, multi-tasking skills in a chat environment, and efficient use of chat tools and resources. Conduct regular performance reviews and identify development opportunities.
- Strategy & Planning: Contribute to the strategic development and execution of digital customer service initiatives, including integrating new chat technologies, optimizing chat flows, and exploring AI/chatbot synergies to improve efficiency and customer experience.
- Process Improvement: Identify areas for improvement within chat operations, implement best practices for digital engagement, streamline chat processes (e.g., template usage, knowledge base integration), and reduce resolution times. Drive continuous improvement based on data analysis and customer feedback.
- Stakeholder Collaboration: Collaborate with cross-functional teams such as Workforce Management, Technology, Bot team and Quality Assurance to ensure seamless integration of chat channels and alignment with overall business goals.
- Reporting & Analysis: Analyze chat interaction data, generate comprehensive reports on team performance, chat trends, and bot performance. Provide actionable insights and recommendations to senior management for strategic decision-making.
- Issue Resolution: Serve as an escalation point for complex or sensitive customer issues encountered via chat, ensuring timely and effective resolution while upholding service standards.
- Compliance & Risk Management: Ensure all chat operations comply with internal policies, industry regulations, and legal requirements pertaining to digital communication and data privacy. Identify and mitigate potential operational risks.
- Projects & Initiatives: Lead and participate in various projects and initiatives aimed at enhancing the chat platform, introducing new features, improving agent tools, or integrating with other digital channels to elevate the overall digital customer experience.
Qualifications:
- Education: Bachelor’s degree/University degree or equivalent experience. Master's degree preferred.
- Experience: Minimum of 8+ years of progressive experience in customer service operations, with at least 3+ years in people manager role in customer service teams
- Adaptability: Ability to thrive in a fast-paced, technology-driven environment and manage multiple digital priorities effectively.
- Leadership Skills: Strong leadership, motivational, and coaching abilities, with a track record of developing high-performing teams in a digital context.
- Analytical Skills: Excellent analytical and problem-solving skills, with the ability to interpret digital interaction data, identify trends, and make data-driven decisions.
- Communication: Exceptional written communication skills, with a keen understanding of digital communication etiquette, brand voice, and clarity. Strong verbal communication for internal leadership.
Technical Proficiency: Proficient in chat management systems, knowledge base
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Job Family Group: Operations - Core------------------------------------------------------
Job Family:Operations Support------------------------------------------------------
Time Type:Full time------------------------------------------------------
Most Relevant Skills Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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