Lead Chat Operations Manager

3 weeks ago


Ayala Alabang, National Capital Region, Philippines Gear Inc Full time
Job Description

We are seeking a highly skilled Lead Chat Operations Manager to join our team at Gear Inc.

About the Role

The successful candidate will be responsible for leading and supervising a group of chat moderators, ensuring that content guidelines are followed, and maintaining a secure and polite online environment. This includes monitoring and directing the moderating staff, as well as addressing any platform policy violations.

A key aspect of this role is to guarantee that all CSR tasks are completed smoothly and effectively, while also keeping up with platform rules and regulations. The ideal candidate will have strong leadership abilities, excellent verbal and written communication skills, and proficiency with software and tools for moderating.

Responsibilities
  • Manage, inspire, and mentor a group of chat moderators along with TLs.
  • Hold regular team meetings, evaluate performance, and offer helpful criticism.
  • Manage escalations and challenging situations while advising and supporting moderators.
  • Ensure that all CSR tasks are completed smoothly and effectively.
  • Keep up with platform rules and regulations and ensure the team follows them.
  • Conduct audits and evaluations of the agents' actions to ensure consistency and correctness.
  • Implement quality assurance procedures to uphold strict criteria.
  • Report any issues or challenges directly to the reporting manager immediately.
Requirements
  • A bachelor's degree in a field such as communications, psychology, sociology, or a similar field.
  • Fluent in English with a minimum C1 level.
  • Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
  • A track record in BPO or a related industry.
  • Strong team management and leadership abilities.
  • Proficiency with software and tools for moderating.
What We Offer
  • An estimated salary range of $70,000 - $90,000 per year, depending on experience.
  • A dynamic and supportive work environment.
  • Ongoing training and professional development opportunities.


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