Job Description:
We are seeking a talented and experienced Live Chat Manager to join our team at Jacobs Engineering Group in Nelson, NZ. As a Live Chat Manager, you will be responsible for overseeing all aspects of our live chat operations, ensuring that our customers receive exceptional service and support. You will lead a team of chat agents, set performance goals, and provide guidance and coaching to help them excel in their roles.
Responsibilities:- Manage all live chat operations, including monitoring chat queues, assigning chats to agents, and ensuring timely responses to customer inquiries- Develop and implement chat scripts and templates to streamline the chat process and improve customer satisfaction- Analyze chat data and performance metrics to identify trends and opportunities for improvement- Train and mentor chat agents to enhance their communication skills and customer service abilities- Collaborate with other departments to ensure that chat agents have the necessary resources and information to assist customers effectively- Stay up-to-date on industry trends and best practices in live chat management to continually improve our chat operations
Requirements:- 5 years of experience in a customer service or contact center environment, with at least 2 years in a supervisory or management role- Strong leadership skills and the ability to motivate and inspire a team- Excellent communication skills and emotional intelligence to effectively interact with customers and team members- Proven track record of meeting and exceeding performance goals- Resilient nature and ability to thrive in a fast-paced and demanding work environment- Independent and self-motivated with a strong work ethic- Bachelor's degree in a related field preferred
Benefits:- Free food- Medical coverage- Employee discounts
Working Environment:At Jacobs Engineering Group, we believe in aligning work with a greater purpose and contributing to a meaningful mission. As a Live Chat Manager, you will have the opportunity to make a positive impact on our customers and help shape the future of our company.
Equal Opportunity Statement:Jacobs Engineering Group is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. All qualified applicants will receive consideration for employment.
Deadline to apply: ********
Join our team and be a part of a dynamic and collaborative work environment where your skills and expertise will be valued and appreciated. Apply now to become our next Live Chat Manager at Jacobs Engineering Group in Nelson, NZ.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
