Manager Chat Operations

• Review and maintain quality standards
• Share regular feedback to agents/associates and also train and coach agents/associates
• Ensure proper capacity planning and maintain work schedules as per requirements
  

Management Skills:

• Takes immediate and independent action to resolve issues or problems when they arise
• Ability to make sound decisions that reflect good judgment
• Exceptional performance management abilities
• Ability to collaborate, build relationships and work across the organization in a multisite matrix operations environment
• Ability to plan for projects and initiatives by identifying risks and assumptions
• Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning
• Ability to probe beyond symptoms to determine the underlying causes of problems
  

Education and Experience:

• Bachelor’s Degree or equivalent experience, advanced degree preferred
• 10+ years experience with 3+ years of team management experience
• Call center/Chat operations experience is a plus
• Competence in Risk and Control, ability to identify and mitigate emerging risks
• Familiarity and understanding of financial industry preferred
• Excellent communication skills (written, verbal and interpersonal)
• Extremely organized. Strong multitasking and time-management skills
• A demonstrated passion for learning and developing employees at all levels
  

Preferences:

• Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation
• Must possess good analytical skills
• Dependable with proficient attention to detail
• Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
• Must possess procedure driven judgment in order to find the best solution to an issue
• Must be goal oriented
  

Preferred Personal Attributes:

• Highly motivated & self-driven
• Result orientated
• Customer orientated
• Analytical thinking
  

• US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week
  

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