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Chat Success Manager

Date Posted
27th July 2017
Reference
VAC-26459
Sector
Management
Job Type
Permanent
Location
Georgetown
Closing Date
10/09/2017
Salary
Not Disclosed

Job Summary

We are a Joy-at-Work Organization where our team looks forward to coming to another family daily and to that next day at work. It is more than just a paycheck. It is about experiencing purpose through your work journey with us.

Job Description

Chat Success Manager in Guyana for new client. This is a critical role to ensure Chat Proof of Concept success for client so we can quickly grow this program.  This role is not a pure operational role but is designed to ensure operational and overall success for this program. This role will be working with client’s Chat Technology), operations, account management and interface with the client to support the following activities:

 

•Concept design & POC (proof of concept) recommendations (defining of phase I, phase II, etc)
•Solution development
•Deployment & implementation
•Test & Learn Strategy / Re-Engineering of Solution
•Ramp-Up to Roll-out
•Optimization of Performance
•Optimization of Financial

 

Here is a brief summary of what this important role will do/be responsible and accountable for delivering to this engagement:

 

•Monitoring agent activity / recommend more/less staff/hoops
•Using web analytics to analyze the proactive chat
•Review pro-active effectiveness.
•Develop more robust auto/suggested responses for agents.
•Recommend/author Knowledgebase content targeted at agent
•Review surfacing of agent Knowledgebase. As part of self-help system
•Review/implement proactive chat based on customer profile/issue 
•Compile present analytics/reporting using embedded RNT (software) tools
•Review/address CSAT surveys/transcript responses
•Recommend performance improvement areas
•Review hoops effectiveness and recommend alternative/additional hours and agents.
 

The ideal candidate should have experience working and optimizing pro-active chat, lean/six sigma experience, analytics experience and drive collaboration across multiple stakeholders.

 

Please submit the below information:

•Most recent CV
•Cover letter detailing your experience and/or readiness to respond to the above-mentioned details of this role
•Copies of appropriate degrees(s), certificates etc. 

 

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