XTN-717F278 | PRC CHAT SUPERVISOR

The Chat Team Supervisor is pivotal in leading a team of chat agents, focusing on enhancing guest interactions and booking experiences via digital communication platforms. This role emphasizes leadership, coaching, and performance management to ensure high-quality service aligned with the brand's standards.

This position offers the opportunity to directly influence guest satisfaction and team performance in a dynamic, digital communication environment. It provides significant professional growth through leadership roles and partnerships with multiple departments to enhance service delivery and operational efficiency.

• Coach and mentor chat agents to achieve excellence in guest service and booking support.
• Conduct regular performance reviews, including one-on-one meetings and development planning to foster agent growth.
• Monitor and evaluate chat interactions to ensure quality, tone, accuracy, and alignment with brand standards.
• Manage team logistics, including staffing levels, attendance, and scheduling, in collaboration with Workforce Management.
• Administer disciplinary actions and improvement plans as needed to maintain team standards.
• Liaise with Training and Quality Assurance departments to uphold service quality and agent training.
• Handle escalated guest issues and model professional conflict resolution.
• Lead recruitment and onboarding processes for new team members.
• Maintain meticulous records of team performance and managerial activities.
• Perform additional supervisory duties as required by management.

• Proven experience in supervisory roles within a contact center or customer service environment.
• Strong leadership and team management skills, including performance evaluation, coaching, and mentoring.
• Excellent communication and interpersonal skills to effectively manage and motivate staff.
• Ability to handle high-stress situations and complex customer interactions diplomatically.
• Proficiency in using customer relationship management (CRM) software and related technologies.
• Understanding of performance metrics and ability to analyze data to improve team efficiency.

• Experience in workforce management software and staffing strategies.
• Advanced problem-solving skills to effectively address and resolve complex issues.
• Flexibility to adapt to changing schedules and work demands.
• Capability to participate constructively in cross-departmental projects and initiatives.