Chat Operations Manager Job at Citi (Chennai)

Chat Operations Manager

Chat Operations Manager is responsible for leading and optimizing the performanc...

Location

India , Pune

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Bachelor’s degree/University degree or equivalent experience
Master's degree preferred
Minimum of 10+ years of progressive experience in customer service operations
At least 6+ years in a leadership role managing customer service team (people manager)
Ability to thrive in a fast-paced, technology-driven environment and manage multiple digital priorities effectively
Strong leadership, motivational, and coaching abilities
Excellent analytical and problem-solving skills
Exceptional written communication skills
Strong verbal communication for internal leadership
Proficient in chat management systems, knowledge base systems, and familiarity with AI/chatbot technologies

Job Responsibility

Oversee the daily operations of customer service team
Establish, monitor, and achieve critical chat-specific customer service KPIs
Lead, coach, and mentor team members
Contribute to the strategic development and execution of digital customer service initiatives
Identify areas for improvement within chat operations
Collaborate with cross-functional teams
Analyze chat interaction data, generate comprehensive reports
Serve as an escalation point for complex or sensitive customer issues
Ensure all chat operations comply with internal policies, industry regulations, and legal requirements
Lead and participate in various projects and initiatives aimed at enhancing the chat platform

Senior Retail Operations Manager

About the Role Senior Retail Operations Manager - Excel London | Full-Time / Per...

Location

United Kingdom , London

Salary:

46000.00 GBP / Year

14forty

Expiration Date

Until further notice

Requirements

A natural ability to motivate and manage staff to deliver exceptional service delivery – previous experience at F&B management level
Confidently able to manage a mixture of Restaurant and ‘Grab and Go’ retail catering outlets but with a lean towards Restaurant Management (we will need to adapt for In-Hall / grab and go)
Likely to be working in a high street restaurant / pub environment and / or a major sporting or events venue
Positive and passionate focus on food – a natural flare for hospitality
Comfortable working within brand guidelines to deliver results
Experience in fast pace food outlets
Excellent communication skills
Exudes confidence, energy and charisma
Flexible and agile in approach
Calm and structured approach

Job Responsibility

Delivery of consistent and exceptional service standards to achieve and ideally exceed agreed unit targets and grow our reputation for legendary customer service
Regular monitoring and development of each outlet within your remit, ensuring that the ‘look and feel’, food quality and presentation, team members, stock and hygiene checks are all of exceptional standards
Ensure that all outlets are open on time, set to, and operate consistently high brand standards within defined area
Report maintenance issues
Follow all stock control requirements, ensure proper cash handling procedures are followed and investigate all cash discrepancies thoroughly
Share and act on client, customer and team member feedback continually
React to open or close due to continued busy periods
To ensure all paperwork is filled in and correct and returned to the correct department on a daily basis
To ensure that team leaders and staff are following correct food, health and safety policies as set out
To ensure that all team members are following the correct SOP in regards to cash handling

What we offer

Competitive salary with bonus and full company benefits
23 days' annual leave plus bank holidays, your birthday off, and a holiday purchase scheme
Healthcare & wellbeing: Aviva Digicare, Medicash (dental, optical, therapy treatments)
Mental health support: 24/7 Employee Assistance Programme
Family benefits: Enhanced maternity, paternity, and adoption leave. 2 days additional leave after returning from maternity leave, day off for your baby's first birthday, enhanced family leave
Perks & discounts: Shopping, entertainment, and travel discounts, 20% off Nuffield Health and 10% off PureGym memberships
Financial wellbeing: Pension scheme, Life Assurance, preferred rates on salary finance products
Development opportunities: Professional subscriptions, ongoing training and structured career pathways
Meals on duty included

Fulltime

PVCP Operations Manager

Konecta UK is looking for an experienced Operations Manager to join our multi‑ch...

Location

United Kingdom , London

Salary:

35000.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

University degree preferred
Experience in the travel or leisure industry is an advantage
At least five years of proven experience managing multi-channel customer service or sales teams, with a strong track record of achieving performance targets and increasing team sales within a call centre environment
Demonstrated success in sales and the ability to drive revenue growth through coaching, motivation and strategic initiatives
Excellent communication and motivational skills
ability to inspire a team, multitask and work independently
Good knowledge of call centre practices, KPIs and quality standards
experience with live chat, email communication, inbound customer service and outbound sales
Proficiency with MS Office applications (Word, PowerPoint, Excel) and call centre software
comfortable analysing performance reports and using data to drive improvement

Job Responsibility

Manage the day‑to‑day operations of the PVCP campaign and be accountable for performance, productivity, sales results and quality
Conduct training for new recruits and provide ongoing coaching and upskilling for existing agents
Motivate and drive the team to maximise efficiency and bring out the best in each individual
Ensure team members are fully compliant with regulations and internal procedures when carrying out their duties
Provide daily support for team members and act as the first point of contact for escalation or guidance
Lead by example by maintaining high standards of performance, attendance and conduct
Develop strong relationships with PVCP to serve as a trusted partner and liaise directly with the client on campaign performance and requirements
Organise the necessary resources to meet client needs and adapt quickly to changes in demand or process
Contribute proactively to the growth of the campaign through ideas, creativity and best‑practice sharing
Participate in client events and meetings as requested

What we offer

Pension Scheme
Eye test vouchers and discounts
Discounted corporate gym membership with Nuffield
Involvement with local charities and fundraising days
Campaign specific benefits including discounts, incentives and prizes
Recommend a friend scheme paid reward of £500
Apprenticeships qualifications and career flight path schemes
Recognition and reward schemes with Perk Box Points
Cycle to work scheme

Fulltime

Assistant Operations Manager - Live Bingo

Join Buzz Bingo and help us deliver unforgettable Live Bingo moments! We’re on t...

Location

United Kingdom , Nottingham

Salary:

33000.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Management experience in customer service (hospitality, leisure, retail, entertainment ideal)
A natural people leader, confident, supportive and motivational
Strong communicator with great organisational skills
Comfortable working in a fast-paced, ever-changing environment
KPI‑focused, analytical and solutions-driven
Flexibility to work shifts between 8am–11pm (occasionally up to 1am)

Job Responsibility

Support the Operations & Deputy Manager with smooth daily running of Live Bingo
Lead and coach Live Hosts & Chat Stars to deliver amazing customer experiences
Step in to manage operations when required, including live hosting & chat moderation
Use data and KPIs to drive performance and spot opportunities to grow
Support recruitment, onboarding, training and development of the team
Help deliver promotions, chat games, and social content
Ensure safe, fun and consistent delivery of our Live Bingo brand

What we offer

Help@Hand – 24/7 access to GPs, mental health support, and more for you and your family
Thrive App – NHS-approved mental wellbeing support
Buzz Brights Apprenticeships & Buzz Learning – access to 100s of online courses
Buzz Brilliance Awards – employee recognition scheme
5 weeks annual leave plus public holidays (pro-rated for part-time roles)
Holiday Buy Scheme – purchase an extra week of holiday (eligibility applies)
50% staff discount on bingo tickets, food, and soft drinks
Refer a Friend Scheme
Life Assurance & Pension Scheme
Access to trained Mental Health Advocates

Fulltime

Manager, Payment Operations

The Payments Operations team is an integral part of WeTravel’s strategic growth ...

Location

United States

Salary:

125000.00 - 135000.00 USD / Year

WeTravel

Expiration Date

Until further notice

Requirements

5+ years of experience in payments, risk or compliance operations in SaaS, marketplaces/platforms, eCommerce, online gaming/gambling, fintechs, payment processing
At least 2 years in direct people management
Advanced proficiency in both English and Spanish (C1 or higher), both written and verbal
Strong troubleshooting and problem-solving skills
Experience working with payment services providers
Familiarity with data analysis and visualisation
High self-motivation
A drive for continuous improvement, optimization of processes and upskilling of team members
Empathy, patience and passion to help our team members and our customers to succeed
Comfortable contacting customers directly (via chat, email or phone/video call) when it is necessary to resolve complex escalations

Job Responsibility

Manage the payment operations team: allocate tasks, hold regular 1:1s, track operational metrics, oversee projects and periodic tasks such as 1099-k filings
Handle critical payment escalations from customers, ensuring timely resolution and effective communication with customers, internal teams and external partners
Collaborate with our Payment Service Providers to ensure seamless service to our customers and their clients
Conduct periodic reviews to ensure adherence to risk and compliance measures, and recommend improvements
Lead process improvements internally and with PSPs to drive efficiency and customer satisfaction
Be available on an occasional basis outside of standard working hours, including weekends, to address urgent payment-related matters or time-sensitive escalations

What we offer

US team members get 100% employer-covered HDHP medical, DHMO dental, and standard vision coverages or a choice of plans that suit your needs
Employer-sponsored 401(k) plan with a 2% company match
Unlimited paid time off
Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments
Work remotely for a maximum of 4 weeks per calendar year
Extensive paid family leave
Three paid volunteer days per year
2-week cross-functional onboarding program
Cutting-edge equipment and tools to set you up for success
Coverage for certain work-from-home (WFH) equipment

Fulltime

Ad Operations & Technology Manager

Use marketing skills and technologies to develop and implement a web or interact...

Location

United States

Salary:

89400.00 - 206500.00 USD / Year

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

BA or BS degree in Communications, Marketing or Computer Science
Expertise and knowledge in the online space (web, email, search, database marketing, chat marketing, podcasting, blogging, privacy, e-business, etc), including trends and technologies
7+ years of experience in interactive marketing or customer experience/user interface
Advanced writing and editing for the web
Proven web analytical skills (measurement, ROI, forecasting)
Strong organization and program management skills
Ability to link interactive plans and activities to business results
Strong knowledge and understanding of interactive media, tools and technologies (all channels and pricing models)
Strong knowledge of Internet principles and web site production
Strong knowledge of direct marketing and CRM

Job Responsibility

Develop, drive and evaluate key web or interactive marketing strategies to reach online customers or internal audiences
Develop, drive and evaluate the online customer experience strategy and roadmap for a business or country
Develop and drive editorial strategies, content and direction for online properties, landing pages or websites
Proactively provide internet consultancy to recommend best-fit solution, including look and feel, navigation experience, information architecture, to meet marketing or business objective
Develop and drive web experiences that result in significant and measurable improvements in understanding, conversion and revenue
Establish, track and measure business group or country measurements of success such as web traffic, revenue and leads generated, TCE
Lead the adoption of the company web standards, processes and tools
Select, manage and motivate agencies or contractors
Manage functional budgets

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Fulltime

Associate Manager, IT Operations

The Associate Manager role is essential for maintaining efficient tech support o...

Location

India , Hyderabad

Salary:

Not provided

Parexel

Expiration Date

Until further notice

Requirements

Excellent leadership qualities
Demonstrated history of successfully leading teams
Excellent skills in developing processes and procedures
Excellent oral communication skills (fluent English speaker)
Excellent writing and presentation skills
6 - 8 years of IT experience in IT Infrastructure/IT Operations/ITSD/NOC
4 - 6 years of people management experience
Experience providing superior customer service
Experience with network monitoring reporting software
High energy and enthusiasm

Job Responsibility

Queue management
Auditing calls, chats, and tickets, and sharing feedback
Stakeholder management
Handling escalations
Driving major incidents
Managing performance reviews for 15 direct reports
Connecting with technical teams to streamline processes
Maintaining network uptime
Performing on-call duties during weekends
Creating shift rosters and making ad hoc changes efficiently

Digital Operations Project Manager

The Digital Operations Project Manager will lead digital initiatives from concep...

Location

United States

Salary:

Not provided

Tier4 Group

Expiration Date

Until further notice

Requirements

7+ years managing digital projects involving assets and campaigns across web, email, SMS, chat, landing pages, paid media, SEO content, digital tools, calculators, domain/URL requests, and brand activations
7+ years working with project management platforms (e.g., Wrike, Workfront, Monday.com)
5+ years serving as a Scrum Master and applying agile methodologies
5+ years working with digital technologies such as CMS platforms, web development workflows, Google Analytics, UTM tracking, lifecycle marketing automation (Marketo, Eloqua, HubSpot, or Pardot), CRMs, and digital data analysis
3+ years of international digital project management experience, including localization considerations
Strong leadership, communication, and problem‑solving skills
Exceptional organizational and time‑management abilities, with proven success handling multiple simultaneous projects

Job Responsibility

Project Planning: Define project scope, objectives, and create detailed project plans
Budget & Timeline Management: Oversee schedules, budgets, and resources to ensure timely, cost‑effective delivery
Cross‑Functional Leadership: Coordinate and guide diverse teams
assign tasks and ensure alignment on goals
Risk & Issue Management: Proactively identify risks, troubleshoot issues, and maintain smooth project execution
Quality Assurance: Review digital deliverables to ensure functional accuracy and strong user experience
Stakeholder Communication: Provide clear, regular status updates and manage expectations with internal or external stakeholders
Process Optimization: Improve workflows and support the execution of digital initiatives, including system integrations and analytics

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Chat Operations Manager

Job Description

Job Responsibility

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