
Chat Monitor Admin
3 days ago
Job Title: Chat Monitoring Admin
Work Setup: Onsite (Cebu City)
Shift: No Fixed Schedule/Shifting
Requirements:
2 to 4 years of relevant experience as a Chat Monitoring Admin in BPO
Can start immediately
Benefits, upon regularization:
10 VL, 10 SL, 5EL
HMO Health Insurance avail on the 4th Month -(Employee + 1 Free Dependent)
Responsibilities:
Manage and distribute incoming chats to the appropriate agents or teams.
Monitor real-time chat activity to ensure timely responses and service level compliance.
Track agent availability, workload, and chat handling efficiency.
Identify and escalate issues such as delays, system errors, or service gaps.
Prepare daily, weekly, and monthly reports on chat performance, productivity, and quality.
Provide recommendations for process improvements based on monitoring insights.
Collaborate with HR, team leaders, and management to align on staffing and performance goals.
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