• *Job Title: Chat Support Manager – Work from Home**
• *Company: Windstream Holdings**
• *Location: Melbourne, Victoria, AU**
• *Job Type: Part-Time**
• *Seniority: Mid-to-Senior Level**
• *Years of Experience: 8**
• *Deadline to Apply: 2024-10-10**
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• *Job Description:**
Windstream Holdings is seeking an experienced and motivated Chat Support Manager to join our dynamic team remotely. As a Chat Support Manager, you will be responsible for overseeing our chat support operations, ensuring exceptional service delivery, and leading a team of chat support agents. In this role, your expertise will be instrumental in enhancing customer satisfaction and driving operational efficiency. If you possess a strong background in chat support, an independent and hardworking nature, and a passion for teamwork and cooperation, we invite you to apply.
### **Key Responsibilities:**
– **Team Leadership:**
– Manage and supervise a team of chat support agents engaged in providing real-time customer… assistance through chat platforms.
– Provide ongoing coaching and mentorship to team members to enhance their skills and performance.
– Foster a collaborative environment that promotes teamwork and effective communication among team members.
– **Performance Management:**
– Monitor key performance indicators (KPIs) related to chat support, including response time, resolution time, and customer satisfaction scores.
– Conduct performance reviews, providing constructive feedback and developing action plans for improvement.
– Implement strategies to optimize team performance and ensure alignment with organizational goals.
– **Operational Oversight:**
– Develop, maintain, and optimize operational processes and workflows to ensure efficient and effective chat support delivery.
– Oversee the daily activities of the chat support team, ensuring adherence to established guidelines and protocols.
– Coordinate with IT teams to resolve technical issues and ensure chat tools and software are functioning effectively.
– **Customer Engagement:**
– Analyze customer inquiries and feedback to enhance service quality and drive continuous improvement.
– Ensure that all interactions are conducted with professionalism and empathy, fostering positive customer experiences.
– Address escalated customer issues and ensure timely resolution, maintaining a high level of customer satisfaction.
– **Reporting and Analytics:**
– Generate regular reports on team performance metrics and analyze trends to identify areas for improvement.
– Present findings and recommendations to management for strategic decision-making.
– **Training and Development:**
– Design and implement training programs to onboard new chat support agents and ensure continuous learning for existing staff.
– Stay updated on industry trends and best practices, sharing insights with the team to enhance service delivery.
### **Requirements:**
– **Experience:**
– Minimum of 8 years of experience in customer support or related fields, with a focus on chat support management.
– Proven experience in leading and managing a remote team successfully.
– **Education:**
– Bachelor’s degree in Business Administration, Communications, or a related field is preferred.
– **Technical Skills:**
– Strong experience with chat support software and tools, CRM systems, and analytics platforms.
– Proficient in using digital communication tools and platforms.
– **Personality Traits:**
– Independent and self-motivated with a strong work ethic.
– Demonstrates a proactive approach to problem-solving and continuous improvement.
– **Soft Skills:**
– Exceptional cooperation and teamwork skills.
– Strong interpersonal and communication abilities, both written and verbal.
– Ability to foster transparency, openness, and dialogue within the team.
### **Benefits:**
– Medical coverage
– Dental insurance
– Retirement plan
### **Working Environment:**
At Windstream Holdings, we promote a working environment that fosters transparency and open dialogue for effective communication at all levels. Our team values collaboration, professional development, and a commitment to excellence in customer service.
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### **Equal Opportunity Statement:**
Windstream Holdings is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
Original job Chat Support Manager – Work from home posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs
Company: Windstream Holdings
Location: Anywhere
Salary Range: A$4K–A$4.8K a month
Job Providers:
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