Live Chat Coach In Santiago de los Caballeros

Position Summary
The Live Chat Supervisor is responsible for leading a team of chat agents to deliver efficient, high-quality customer support. This role focuses on driving performance through real-time coaching, behavioral development, and strong chat management practices, ensuring agents meet key KPIs such as CSAT, Quality, AHT, Response Time, and Productivity. The Supervisor plays a critical role in reinforcing a resolution-first mindset while maintaining speed, accuracy, and customer satisfaction.



Key Responsibilities

Team Leadership & Performance Management

Oversee daily operations of a team of live chat agents, ensuring schedule adherence and proper queue coverage.

Monitor performance against KPIs, including CSAT, Quality, AHT, Productivity, and concurrency.

Conduct regular 1:1s, performance reviews, and coaching sessions.

Drive accountability, ownership, and consistency in chat handling behaviors.

Qualifications

2+ years of experience in a customer support or BPO environment

1+ year of leadership experience (Supervisor, Team Lead, or Coach)

Strong understanding of chat-specific KPIs (CSAT, AHT, FRT, concurrency, QA)

Excellent written communication and coaching skills

Ability to multitask and operate in a fast-paced, digital support environment


Preferred Skills

Experience in live chat or messaging support environments

Strong typing skills and understanding of chat flow management

Bilingual (English/Spanish) is a plus


Success Metrics

Achievement of team KPIs (CSAT, Quality, AHT, Productivity)

Improvement in agent chat efficiency and communication quality

Reduction in escalations and repeat contacts

Increased agent engagement and retention



Work Environment

Fast-paced, customer support environment

Requires flexibility to support different shifts, including weekends and holidays