Project Coordinator - Contact Center Chat Support Job in Chennai at Prodapt

Prodapt is hiring for the role of Project Coordinator - Contact Center Chat Support!

Responsibilities of the Candidate:

• Supervision and Leadership: Provide leadership and guidance to a team of chat support agents. This includes setting performance expectations, motivating team members, and fostering a positive work environment.
• Training and Development: Train new team members on chat support processes, company policies, and product knowledge. Continuously coach and mentor agents to improve their performance and customer service skills.
• Performance Monitoring: Monitor and evaluate chat interactions to ensure quality standards are met. Provide feedback to agents on their performance and areas for improvement.
• Resource Allocation: Manage the allocation of chat support agents to ensure appropriate staffing levels during different shifts or periods of high demand.
• Workflow Management: Ensure that chat queues are appropriately managed, and chat sessions are assigned to available agents in a timely manner to minimize customer wait times.
• Problem Resolution: Assist agents in resolving complex customer issues or escalations that require team leader intervention. This may involve finding solutions, coordinating with other departments, or making decisions to satisfy customer needs.
• Reporting and Analytics: Generate and analyze reports related to chat support performance, including metrics like response times, customer satisfaction scores, and chat volume. Use this data to identify trends and areas for improvement.
• Customer Satisfaction: Focus on maintaining and improving customer satisfaction levels by ensuring that agents provide prompt, accurate, and helpful responses to customer inquiries.
• Adherence to Policies: Ensure that team members adhere to company policies and procedures, including data security, compliance, and ethical standards.
• Communication: Act as a liaison between chat support agents and upper management, relaying important information, updates, and feedback.
• Escalation Handling: Handle escalated customer issues that require higher-level intervention, demonstrating problem-solving skills and the ability to de-escalate challenging situations.
• Team Meetings: Conduct regular team meetings to disseminate information, address concerns, and foster team collaboration.
• Scheduling: Assist in scheduling team members, including managing shift rotations and ensuring adequate coverage during peak hours.
• Continuous Improvement: Identify opportunities for process improvements and suggest changes to enhance efficiency and customer service quality.
• Emergency Response: In the event of technical issues or emergencies, take appropriate action to minimize downtime and maintain customer service levels.
• Documentation: Ensure that all interactions, resolutions, and customer feedback are accurately documented for future reference and reporting purposes.

Requirements:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven organizational and multitasking abilities.
• Strong communication and interpersonal skills.
• Detail-oriented with a focus on accuracy in work.
• Proficiency in project management tools and software.
• Ability to work effectively in a collaborative team environment.
• Familiarity with project management methodologies.
• Adaptability and flexibility to handle changing project requirements.
• Eagerness to learn and contribute to project success.
• Previous experience in a project coordination role is a plus.