Avp-messaging Operations

Work From Home With CiCi

Chat queue management
Customer service kpis
Written communication skills
Oversee the daily operations of customer service team, ensuring optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures

Job Summary

  • Oversee the daily operations of customer service team, ensuring optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures.
  • Lead, coach, and mentor team members focusing on effective written communication, tone, multi-tasking skills in a chat environment, and efficient use of chat tools and resources.
  • Contribute to the strategic development and execution of digital customer service initiatives, including integrating new chat technologies, optimizing chat flows, and exploring AI/chatbot synergies to improve efficiency and customer experience.

Matching Summary

Oversee the daily operations of customer service team, ensuring optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures.

Skills & Requirements

Must-have

  • Chat queue management
  • Customer service KPIs
  • Written communication skills
  • Chat management systems
  • AI/chatbot technologies familiarity

Nice-to-have

  • Strategic thinking
  • Proactive and results-oriented
  • Inspire and influence others
  • High integrity and professionalism

Key Requirements

  • Bachelor’s degree or equivalent experience
  • 10+ years customer service operations experience
  • 6+ years leadership role managing team
  • Proficient in Microsoft Office Suite

Work Rights

Not specified

Tailored Resume

Cover Letter