Chat Monitoring Admin (Cebu City)

TASQ Staffing Solutions; Cebu City; Presencial; PHP 279.000 - 446.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

HMO for employee & 1 dependent

Descripción de la vacante

TASQ Staffing Solutions in Cebu City is seeking a Chat Monitoring Admin to oversee the assignment, tracking, and reporting of customer chats. This onsite role ensures chats reach the right agents and that service levels are maintained.

You will monitor live chats, track agent workload, generate routine performance reports, and collaborate with HR and management to optimize staffing and processes.

Formación

• 2 to 4 years of relevant experience.
• HMO health insurance starting from the 4th month (coverage for employee and one dependent at no cost)

Responsabilidades

• 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 elevate 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.

Descripción del empleo

About the job Chat Monitoring Admin (Cebu City)

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

The Chat Monitoring Admin is responsible for overseeing the assignment, tracking, and reporting of all customer chat interactions. This role ensures chats are properly routed to available agents, monitors service levels and response times in real-time, and produces reports to assess performance and productivity. The Chat Monitoring Admin plays a vital role in maintaining workflow efficiency, enhancing customer satisfaction, and supporting the overall quality of chat operations.

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 elevate 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
• Upon regularization:
• HMO health insurance starting from the 4th month (coverage for the employee and one dependent at no cost)