Manager Chat Operations

• Lead staff of 15 - 20 associates
• Direct all activities in the department
• Consistently reach business-defined performance indicators with urgency and commitment
• Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
• Conduct regular process reviews to identify improvements
• Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
• Serve as a role model in a culture of accountability, integrity and respect
• Promote an environment of open communication
• In case of quality/navigation specialist role:
  • 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

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