Skills & Competencies for Chat Support Manager

Chat Support Manager job profile

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JOB SUMMARY for Chat Support Manager

Manages a team of service representatives that respond to customer inquiries via live chat.

JOB RESPONSIBILITIES for Chat Support Manager

Ensures that service standards are established and attained. Responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Coaches team members on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services.

Chat Support Manager SALARY RANGE

BASE 50%
$88,649
TOTAL 50%
$94,886
Job Level
M02
Job Code
IT10000257
Education/Degree
Bachelor's Degree
Reports To
Head of a Unit/Department

Chat Support Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Chat Support Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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8 general skills or competencies (Job family competencies) for Chat Support Manager

1 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Documents the current best practices in customer analytics.
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Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
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Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
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Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
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2 Job Family Competencies – Customer Escalation Management
Proficiency Level -3
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer escalation management in ensuring positive customer service.
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Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
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Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
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Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
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3 Chat Support Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Chat Support Manager
Proficiency Level - 4
5 Competency for - Chat Support Manager
Proficiency Level - 5

12 soft skills or competencies (core competencies) for Chat Support Manager

1 Core Competencies – Products And Services
Proficiency Level -4
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Describes own business unit's role in the production of our organization's P/S.
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Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
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Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
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Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
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Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
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2 Core Competencies – Digital Literacy
Proficiency Level -3
Skill definition-Seeking, evaluating, and communicating information with the use of electronic technologies and other media platforms in a productive and useful way.
Level 1 Behaviors
(General Familiarity)
Explains the difference between technology and digital skills.
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Level 2 Behaviors
(Light Experience)
Follows copyrights when using digital data to avoid legal and intellectual property rights issues.
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Level 3 Behaviors
(Moderate Experience)
Helps team members in accessing software and downloading necessary applications.
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Level 4 Behaviors
(Extensive Experience)
Guides staff in honing their digital fluency, fulfilling skill gaps, and increasing productivity.
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Level 5 Behaviors
(Mastery)
Establishes an easy-to-use digital tool to streamline our processes and procedures.
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3 Chat Support Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Chat Support Manager
Proficiency Level - 4
5 Competency for - Chat Support Manager
Proficiency Level - 5

Summary of Chat Support Manager skills and competencies

There are 0 hard skills for Chat Support Manager.
8 general skills for Chat Support Manager, Customer Analytics, Customer Escalation Management, Customer Interaction, etc.
12 soft skills for Chat Support Manager, Products And Services, Digital Literacy, Standard Operating Procedures (SOP), etc.
While the list totals 20 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Chat Support Manager, he or she needs to be skilled in Products And Services, be skilled in Digital Literacy, and be an expert in Standard Operating Procedures (SOP).

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