Manager Operations - Chat

As a Manager Operations - Chat, you will be responsible for managing the chat operations team, ensuring efficient and effective delivery of chat services to our clients. You will oversee the team's performance, drive continuous improvement, and implement strategies to enhance customer satisfaction. Key Responsibilities: - Manage and oversee the chat operations team, including scheduling, monitoring, and performance management - Implement strategies to drive operational efficiency and productivity - Identify and address pain points, and implement corrective actions to improve the overall customer experience - Analyze data and metrics to identify areas for improvement and drive continuous optimization - Collaborate with cross-functional teams to ensure seamless service delivery - Provide training and development opportunities for the team to enhance their skills and capabilities - Foster a positive and engaging work environment that promotes team morale and job satisfaction Requirements: - Minimum 5 years of experience in managing chat/customer service operations - Strong leadership and people management skills - Excellent communication and interpersonal skills - Proficient in data analysis and problem-solving - Adaptability to changing business requirements and customer needs - Experience in implementing process improvements and driving operational excellence - Ability to work in a fast-paced, dynamic environment and deliver results

iQor is a global provider of customer interaction and technology-enabled business process outsourcing (BPO) services. With over 45,000 employees in 9 countries, we partner with many of the world's best-known brands to deliver amazing customer experiences. Our people, processes, and technology enable us to deliver the right customer experience for our clients at the right time. This translates to the highest quality products and services being delivered to the end consumers of our clients.