Chat Workforce Manager

Job Summary:

The Chat Workforce Manager is responsible for overseeing and optimizing the workforce and quality management of the customer service team that handles text-based chat support. This role is a hybrid of Workforce Management (WFM) and Quality Management, ensuring that chat operations run smoothly, efficiently, and at the highest quality standards. The Chat Workforce Manager will manage staffing levels, monitor real-time performance, and implement quality assurance processes to meet client and company expectations.

Key Responsibilities:

Workforce Management:

Develop and manage staffing schedules to ensure adequate coverage for all chat operations.
Monitor real-time chat activity, making adjustments to workforce allocations as needed to meet SLAs (Service Level Agreements).
Analyze chat volume patterns and adjust forecasts to optimize staffing levels.
Collaborate with the recruitment and training teams to ensure a steady pipeline of skilled agents.

Quality Management:

Implement and maintain quality assurance processes to monitor the performance of chat agents.
Conduct regular audits of chat transcripts to ensure adherence to company guidelines and client expectations.
Provide feedback and coaching to chat agents based on quality assessments, focusing on continuous improvement.
Develop and update training materials to address common issues and improve the overall quality of chat interactions.

Performance Monitoring & Reporting:

Track and report on key performance indicators (KPIs) related to chat operations, including response times, customer satisfaction, and agent performance.
Identify trends and areas for improvement within the chat team, making recommendations to management.
Prepare and present regular reports on workforce and quality metrics to the Operations Director and other stakeholders.

Team Leadership:

Lead, motivate, and manage a team of chat agents, ensuring they meet performance goals and deliver high-quality customer service.
Foster a positive work environment that encourages collaboration, innovation, and continuous learning.
Conduct regular teaUpgrade to see actual infoetings to review performance, address challenges, and share best practices.
Client & Stakeholder Collaboration:

Work closely with other departments, including IT, HR, and Customer Success, to align chat operations with overall company goals.

Qualifications:

Bachelor’s degree in Business Administration, Operations Management, or a related field; relevant work experience may be considered in lieu of a degree.
Proven experience in workforce management, quality assurance, or a similar role, preferably within a BPO or customer service environment.
Strong understanding of chat operations and the unique challenges of text-based customer service.
Excellent analytical skills with the ability to interpret data and make data-driven decisions.
Strong leadership and team management skills with a focus on developing and mentoring staff.
Exceptional communication skills, both written and verbal.
Proficiency in WFM software, CRM systems, and quality monitoring tools.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Benefits:

Competitive salary and benefits package
Opportunities for professional growth and development
A supportive and collaborative work environment
Flexible working hours and remote work options

How to Apply:

Please submit your resume and a cover letter detailing your relevant experience and why you’re the ideal candidate for the Chat Workforce Manager position.