Project Coordinator - Contact Center Chat Support

Supervision and Leadership: Provide leadership and guidance to a team of chat support agents. This includes setting performance expectations, motivating team members, and fostering a positive work environment.

Training and Development: Train new team members on chat support processes, company policies, and product knowledge. Continuously coach and mentor agents to improve their performance and customer service skills.

Performance Monitoring: Monitor and evaluate chat interactions to ensure quality standards are met. Provide feedback to agents on their performance and areas for improvement.

Resource Allocation: Manage the allocation of chat support agents to ensure appropriate staffing levels during different shifts or periods of high demand.

Workflow Management: Ensure that chat queues are appropriately managed, and chat sessions are assigned to available agents in a timely manner to minimize customer wait times.

Problem Resolution: Assist agents in resolving complex customer issues or escalations that require team leader intervention. This may involve finding solutions, coordinating with other departments, or making decisions to satisfy customer needs.

Reporting and Analytics: Generate and analyze reports related to chat support performance, including metrics like response times, customer satisfaction scores, and chat volume. Use this data to identify trends and areas for improvement.

Customer Satisfaction: Focus on maintaining and improving customer satisfaction levels by ensuring that agents provide prompt, accurate, and helpful responses to customer inquiries.

Adherence to Policies: Ensure that team members adhere to company policies and procedures, including data security, compliance, and ethical standards.

Communication: Act as a liaison between chat support agents and upper management, relaying important information, updates, and feedback.

Escalation Handling: Handle escalated customer issues that require higher-level intervention, demonstrating problem-solving skills and the ability to de-escalate challenging situations.

Team Meetings: Conduct regular team meetings to disseminate information, address concerns, and foster team collaboration.

Scheduling: Assist in scheduling team members, including managing shift rotations and ensuring adequate coverage during peak hours.

Continuous Improvement: Identify opportunities for process improvements and suggest changes to enhance efficiency and customer service quality.

Emergency Response: In the event of technical issues or emergencies, take appropriate action to minimize downtime and maintain customer service levels.

Documentation: Ensure that all interactions, resolutions, and customer feedback are accurately documented for future reference and reporting purposes.

Responsibilities

Supervision and Leadership: Provide leadership and guidance to a team of chat support agents. This includes setting performance expectations, motivating team members, and fostering a positive work environment.

Training and Development: Train new team members on chat support processes, company policies, and product knowledge. Continuously coach and mentor agents to improve their performance and customer service skills.

Performance Monitoring: Monitor and evaluate chat interactions to ensure quality standards are met. Provide feedback to agents on their performance and areas for improvement.

Resource Allocation: Manage the allocation of chat support agents to ensure appropriate staffing levels during different shifts or periods of high demand.

Workflow Management: Ensure that chat queues are appropriately managed, and chat sessions are assigned to available agents in a timely manner to minimize customer wait times.

Problem Resolution: Assist agents in resolving complex customer issues or escalations that require team leader intervention. This may involve finding solutions, coordinating with other departments, or making decisions to satisfy customer needs.

Reporting and Analytics: Generate and analyze reports related to chat support performance, including metrics like response times, customer satisfaction scores, and chat volume. Use this data to identify trends and areas for improvement.

Customer Satisfaction: Focus on maintaining and improving customer satisfaction levels by ensuring that agents provide prompt, accurate, and helpful responses to customer inquiries.

Adherence to Policies: Ensure that team members adhere to company policies and procedures, including data security, compliance, and ethical standards.

Communication: Act as a liaison between chat support agents and upper management, relaying important information, updates, and feedback.

Escalation Handling: Handle escalated customer issues that require higher-level intervention, demonstrating problem-solving skills and the ability to de-escalate challenging situations.

Team Meetings: Conduct regular team meetings to disseminate information, address concerns, and foster team collaboration.

Scheduling: Assist in scheduling team members, including managing shift rotations and ensuring adequate coverage during peak hours.

Continuous Improvement: Identify opportunities for process improvements and suggest changes to enhance efficiency and customer service quality.

Emergency Response: In the event of technical issues or emergencies, take appropriate action to minimize downtime and maintain customer service levels.

Documentation: Ensure that all interactions, resolutions, and customer feedback are accurately documented for future reference and reporting purposes.

Requirements

Supervision and Leadership: Provide leadership and guidance to a team of chat support agents. This includes setting performance expectations, motivating team members, and fostering a positive work environment.

Training and Development: Train new team members on chat support processes, company policies, and product knowledge. Continuously coach and mentor agents to improve their performance and customer service skills.

Performance Monitoring: Monitor and evaluate chat interactions to ensure quality standards are met. Provide feedback to agents on their performance and areas for improvement.

Resource Allocation: Manage the allocation of chat support agents to ensure appropriate staffing levels during different shifts or periods of high demand.

Workflow Management: Ensure that chat queues are appropriately managed, and chat sessions are assigned to available agents in a timely manner to minimize customer wait times.

Problem Resolution: Assist agents in resolving complex customer issues or escalations that require team leader intervention. This may involve finding solutions, coordinating with other departments, or making decisions to satisfy customer needs.

Reporting and Analytics: Generate and analyze reports related to chat support performance, including metrics like response times, customer satisfaction scores, and chat volume. Use this data to identify trends and areas for improvement.

Customer Satisfaction: Focus on maintaining and improving customer satisfaction levels by ensuring that agents provide prompt, accurate, and helpful responses to customer inquiries.

Adherence to Policies: Ensure that team members adhere to company policies and procedures, including data security, compliance, and ethical standards.

Communication: Act as a liaison between chat support agents and upper management, relaying important information, updates, and feedback.

Escalation Handling: Handle escalated customer issues that require higher-level intervention, demonstrating problem-solving skills and the ability to de-escalate challenging situations.

Team Meetings: Conduct regular team meetings to disseminate information, address concerns, and foster team collaboration.

Scheduling: Assist in scheduling team members, including managing shift rotations and ensuring adequate coverage during peak hours.

Continuous Improvement: Identify opportunities for process improvements and suggest changes to enhance efficiency and customer service quality.

Emergency Response: In the event of technical issues or emergencies, take appropriate action to minimize downtime and maintain customer service levels.

Documentation: Ensure that all interactions, resolutions, and customer feedback are accurately documented for future reference and reporting purposes.

Full time