Responsible for leading and optimizing all digital customer service operations to ensure timely, accurate, and high-quality customer interactions across online platforms.
Job Responsibilities:
Oversee daily operations of digital customer service channels including Live Chat and WhatsApp.
Ensure consistent response standards across all digital touchpoints.
Manage workforce planning and workload distribution within digital teams.
Ensure seamless integration between digital channels and CRM/ticketing systems.
Monitor and control response time, Average Handling Time (AHT), and resolution time.
Ensure adherence to defined SLAs and service standards.
Track queue volumes and ensure adequate resource allocation.
Escalate performance risks and implement corrective action plans.
Analyze digital complaints and inquiries to identify root causes.
Drive continuous improvement initiatives to reduce repeat contacts.
Optimize digital interaction flows to enhance first-contact resolution.
Collaborate with Communications and CX teams to maintain response quality and tone consistency.
Prepare periodic operational and performance reports.
Analyze interaction volumes, peak times, and customer behavior trends.
Translate digital channel data into actionable improvement recommendations.
Support leadership with dashboard visibility and performance insights.
Ensure effective utilization of CRM and ticketing tools.
Identify automation opportunities to improve efficiency.
Work with IT and Digital Transformation teams to enhance platform capabilities.
Contribute to chatbot optimization and self-service expansion strategies.
Job Qualifications:
Bachelor's degree in any relevant field.
7-10 Years of experience in Customer Care Field .
Proven experience managing live chat and messaging platforms.
Strong understanding of CRM systems and ticket management tools.
Strong analytical and reporting skills.
Demonstrated ability to manage teams and prioritize workload effectively.
