Chat Monitoring Admin

3 weeks ago


Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time
Overview

About the Position: Chat Monitoring Admin (Cebu) | Onsite

Work Arrangement: Onsite (Cebu City)

Shift: No fixed schedule

Responsibilities
  • Manage and assign incoming chats to the appropriate agents or teams.
  • Observe live chat activity to ensure prompt responses and adherence to service levels.
  • Track agent availability, workload, and chat handling efficiency.
  • Detect and escalate issues such as delays, system errors, or service gaps.
  • Generate daily, weekly, and monthly reports on chat performance, productivity, and quality metrics.
  • Offer recommendations for process improvements based on monitoring data.
  • Work closely with HR, team leaders, and management to align staffing and performance objectives.
Qualifications
  • 2 to 4 years of relevant experience
Benefits
  • Upon regularization:
  • 10 VL (Vacation Leaves), 10 SL (Sick Leaves), 5 EL (Emergency Leaves)
  • HMO health insurance starting from the 4th month (coverage for the employee and one dependent at no cost)
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