Operations Manager – Chat Support

2 days ago

Mandaluyong City, National Capital Region, Philippines Fusion CX Full time ₱1,200,000 - ₱2,400,000 per year

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:Operational Management

  • 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.

Sales and Performance Leadership

  • 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.

People Management

  • 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.

Client and Stakeholder Management

  • 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.

Continuous Improvement & Strategic Initiatives

  • 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.

Reporting & Analytics

  • 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

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