Skills & Competencies for Chat Support Manager

Chat Support Manager job profile

Book a Demo and Receive a Sample Job Profile

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%
$87,555
TOTAL 50%
$93,712
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
BOOK A DEMO

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)
Explains the fundamental of customer analytics to understand customer behavior data.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
See 4 More Skill Behaviors
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)
Cites the common types of customer escalation systems for proper routing of customer concerns.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Adheres to our policies in escalating customer concerns to higher-level departments.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Checks and analyzes customer service script for escalation situations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates an escalation framework to ensure prioritization and escalation of higher-level customer issues.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds an escalation model that explains the importance and procedures for each customer service tier.
See 4 More Skill Behaviors
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)
Cites examples of how customers use our business's products and services.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
See 4 More Skill Behaviors
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)
Cites examples of business challenges and difficulties in finding digital information.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Addresses common challenges and issues relating to the use of digital information.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Adapts confidently to digital change and new technology solutions in completing tasks and projects.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates a mentoring system to enable employees to strengthen their digital competence with others.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions digital transformation efforts and establishes a digitally resilient working environment.
See 4 More Skill Behaviors
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).

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.