Operations Manager – Chat Support

Operations Manager – Chat Support (Telecom Sales Account) Fusion CX Mandaluyong, National Capital Region, Philippines Job Summary The Operations Manager for Chat Support (Telecom Sales Account) is responsible for leading the end-to-end operations of a sales-driven chat support team. This role focuses on achieving sales conversion targets, maintaining superior customer experience, and ensuring efficient delivery of chat-based services for a leading telecommunications client. The position requires strong leadership, analytical skills, and a proven ability to manage sales through digital or non-voice channels. Key Responsibilities Oversee daily chat support operations to ensure performance meets or exceeds client KPIs, including sales conversion, response time, AHT, and customer satisfaction scores. Monitor real-time chat performance and take corrective actions to maintain optimal service levels. Drive initiatives that optimize operational efficiency, process adherence, and sales performance. Ensure proper resource planning, scheduling, and workload balancing across teams. Lead strategies to enhance sales through effective chat engagement techniques and persuasive communication. Implement and monitor sales coaching frameworks that drive agent performance and conversion rates. Collaborate with Training and Quality teams to improve sales scripts, chat handling, and objection handling skills. Manage and mentor Team Leaders and agents, ensuring alignment with business goals and individual performance metrics. Conduct regular coaching, performance reviews, and skill enhancement sessions. Drive employee engagement, morale, and retention through effective leadership and recognition programs. Manage staffing, attendance, and attrition to maintain operational continuity. Serve as the primary liaison between the client and the internal operations team for chat support performance updates and escalations. Present performance reports, business insights, and strategic recommendations during client meetings and reviews. Build and maintain strong client relationships, ensuring satisfaction and confidence in service delivery. Identify opportunities to enhance sales processes, automation, and overall chat efficiency. Collaborate with cross-functional teams (WFM, QA, Training, IT) to implement system and process improvements. Lead pilot programs, A/B testing, and sales initiatives to improve conversion and customer experience. Analyze sales data, chat metrics, and customer feedback to identify trends and improvement areas. Provide actionable insights and weekly/monthly business performance reports. Utilize data-driven decision-making to forecast and plan for business growth. Qualifications Bachelor’s degree in Business Administration, Management, or related field (preferred). Minimum of 5 years of experience in Operations Management within a BPO or Telecom Sales environment, with at least 2 years handling non-voice/chat operations . Proven track record in driving sales performance through chat or digital channels . Strong analytical, problem-solving, and decision-making skills. Excellent communication, leadership, and client management capabilities. Proficient in CRM systems, chat platforms, and Microsoft Office tools. Flexible to work in shifting schedules, weekends, or holidays as required. Core Competencies Sales and Service Orientation Leadership and People Development Data-driven Decision Making Client Relationship Management Process Optimization and Innovation Strategic and Analytical Thinking Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr