**Job Title:** Chat Support Manager
**Company:** Advance
**Location:** Cebu, Central Visayas, PH
**Job Type:** Full-time
**Seniority Level:** Associate Level
**Years of Experience:** 5
**About Advance:**
Advance is a pioneering company dedicated to providing exceptional service and innovative solutions in the digital space. We pride ourselves on fostering a collaborative environment driven by sustainability and environmental responsibility. Join our passionate team and contribute to shaping the future of chat support.
### Job Description
As a **Chat Support Manager**, you will play a pivotal role in overseeing our chat support operations, ensuring that our users receive timely and helpful assistance. You will lead a dynamic team of chat support agents, driving performance metrics while maintaining high service standards. The ideal candidate possesses strong leadership skills, an independent work ethic, and a commitment to continuous improvement.
### Key Responsibilities
- **Team Leadership:**
- Manage and motivate a team of chat support agents to achieve departmental goals and maintain high morale.
- Provide ongoing coaching, mentorship, and performance evaluations to team members.
- **Operational Oversight:**
- Oversee day-to-day chat support operations to ensure adherence to service level agreements (SLAs).
- Develop and implement strategies to improve efficiency, resolve client issues, and streamline processes.
- **Quality Assurance:**
- Monitor chat interactions for quality and adherence to company policies, providing constructive feedback to agents.
- Implement quality assurance metrics and conduct regular analysis to improve service delivery.
- **User Experience Enhancement:**
- Collaborate with cross-functional teams to brainstorm and implement solutions that enhance the user experience.
- Analyze user feedback to identify trends and recommend enhancements to chat support protocols.
- **Data and Reporting:**
- Collect, analyze, and report on key performance indicators (KPIs) related to chat support metrics.
- Prepare reports and presentations for management to showcase team performance and areas for improvement.
- **Training and Development:**
- Design and conduct training sessions for new and existing team members on chat protocols, customer service techniques, and product knowledge.
- Stay updated on industry trends and best practices to continuously refine training programs.
- **Conflict Resolution and Negotiation:**
- Handle escalated cases and effectively negotiate resolutions with users, ensuring a positive outcome for all parties involved.
- Develop conflict resolution strategies that empower team members to manage difficult situations confidently.
### Required Qualifications
- **Education and Experience:**
- Bachelor's degree in Business Administration, Communications, or related field.
- At least 5 years of experience in a chat support or customer service management role.
- **Technical Skills:**
- Proficiency in customer support software and chat platforms.
- Strong understanding of performance metrics and reporting tools.
- **Personality Traits:**
- Independent: Ability to work autonomously while making informed decisions.
- Hardworking: Demonstrated commitment to achieving goals and exceeding expectations.
- **Soft Skills:**
- Excellent negotiation skills: Ability to negotiate outcomes effectively and maintain customer satisfaction.
- Strong planning skills: Proven capability in strategizing and implementing effective operational plans.
### Benefits
- Comprehensive training and professional development opportunities to enhance your skills.
- Free accommodation provided for the duration of your employment.
- Company transportation for commuting to and from work.
### Working Environment
At Advance, we are committed to promoting environmental responsibility and sustainable practices within our operations. We believe that working towards a better future starts with responsible actions today. You will find a supportive and innovative workspace that encourages green practices.
### How to Apply
If you possess the necessary qualifications and are excited about making a significant impact as a Chat Support Manager at Advance, we encourage you to apply by the deadline of **October 29, 2024**.
### Equal Opportunity Statement
Advance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.