Operations Manager – Chat Process

Job Description: Operations Manager – Chat Process Position Overview: The Operations Manager – Chat Process is responsible for leading, optimizing, and scaling the chat-based customer support function to ensure exceptional service delivery. This role oversees day-to-day chat operations, drives team performance, ensures quality standards, and implements process improvements to enhance efficiency and customer satisfaction. The ideal candidate has strong operational leadership experience, excellent analytical skills, and a deep understanding of managing chat support teams in fast-paced environment. Key Responsibilities: Operational Management • Oversee the daily operations of the chat support team to ensure smooth workflow and timely resolution of customer inquiries. • Develop, implement, and maintain operational procedures and best practices for chat-based processes. • Allocate resources effectively to meet service-level agreements (SLAs) and productivity targets. • Monitor and manage system performance, workforce planning, and team scheduling. • Team Leadership • Lead, mentor, and develop a team of chat agents, team leads, and quality analysts. • Conduct regular performance evaluations, provide coaching, and identify training needs. • Foster a high-performance, customer-first culture within the chat team. Quality & Customer Experience • Ensure high-quality customer interactions by establishing and enforcing quality assurance (QA) guidelines. • Review chat transcripts, customer feedback, and performance metrics to identify areas for improvement. • Collaborate with QA teams to implement continuous improvement initiatives. Data & Performance Analytics • Track and analyse key operational KPIs (AHT, FCR, response time, CSAT, productivity, etc.). • Prepare weekly and monthly performance reports for leadership review. • Utilize data insights to make strategic decisions and optimize chat processes. Process Improvement & Automation • Identify operational bottlenecks and process gaps; implement solutions to improve efficiency and accuracy. • Collaborate with product/tech teams to enhance chat tools, automation, and AI-enabled features. • Drive initiatives to streamline workflows and reduce operational costs. Stakeholder Collaboration • Work closely with cross-functional teams such as Quality, Training, WFM, Product, Customer Success, and IT. • Provide insights for improving customer support strategies and enhancing platform capabilities. • Participate in client calls and represent chat operations in reviews and audits. Required Skills & Qualifications: Technical & Functional Skills • Strong understanding of chat support operations, live chat platforms, and CRM tools. • Experience managing large chat support teams in BPO or in-house environments. • Proficiency with reporting tools and data-driven decision-making. • Knowledge of automation tools, chatbots, and AI-assisted support (preferred). Leadership & Behavioural Skills • Excellent leadership, coaching, and motivational abilities. • Strong problem-solving, analytical thinking, and decision-making skills. • Exceptional written communication skills and customer empathy. • Ability to handle high-pressure situations and manage multiple priorities. Education & Experience: • Bachelor’s degree in Business Administration, Operations Management, or a related field. • 5+ years of experience in operations management, with at least 2 years in chat support leadership. • Experience in BPO, customer service, or SaaS environments preferred. Key Performance Indicators (KPIs): • Customer Satisfaction (CSAT) • First Response Time & Resolution Time • Agent Productivity & Utilization • Quality Scores (QA) • Adherence to SLAs • Process accuracy and efficiency improvements Job Type: Full-time Pay: ₹800,000.00 - ₹1,300,000.00 per year Benefits: • Work from home Application Question(s): • How many years of experience do you have managing customer support or operations teams? • Do you have experience managing a live chat support team? • What was the average team size you managed in your last role? • What is your Current CTC & ECTC ? • What is your notice period ? Work Location: In person