Chat Monitoring Admin

5 days ago

Cebu City, Central Visayas, Philippines HOLIDAY FACTORY PACKAGE TOUR OPERATOR INC Full time ₱600,000 - ₱1,200,000 per year

Job Summary – Chat Monitoring Admin

The Chat Monitoring Admin is responsible for overseeing the distribution, tracking, and reporting of all customer chat interactions. This role ensures that chats are properly assigned to available agents, monitors service levels and response times in real-time, and generates reports to evaluate performance and productivity. The Chat Monitoring Admin plays a key role in maintaining efficient workflow, ensuring customer satisfaction, and supporting the overall quality of chat operations.

Key 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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