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Tarun Patel

Cybersecurity Analys... • 22h

Job Title: Chat BPO Operations Manager (Level 2) Responsibilities: Team Supervision: Manage and monitor chat agents (performance, discipline, productivity) Ensure SLA compliance (response time, quality) Client Communication: Act as the point of contact for clients Send daily chat transcripts/reports System Oversight: Ensure server, chat software, and firewall systems are working Coordinate with IT for uptime and issue resolution Staff Training & Quality: Conduct regular training for new and current agents Monitor chats for quality assurance Daily Reporting: Send detailed performance and transcript reports to clients Report key issues to the owner/founder Process Improvement: Optimize chat scripts, workflows, and staffing as per business demand Required Qualifications: Minimum 3–5 years of BPO/chat support experience Strong command of English and Hindi (or regional language) Hands-on experience with chat tools (Freshchat, Zendesk, etc.) Basic knowledge of Linux server operations Familiarity with productivity and monitoring tools Preferred Skills: Leadership and team management Problem-solving and escalation handling Time management and documentation Technical troubleshooting (basic) Salary Estimate (India, Tier 2/3 City): Role Salary Range (Monthly) L2 Manager ₹25,000 – ₹50,000

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