### Job Title: Remote Live Chat Manager **Company:** Tractor Supply **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 6 --- **Job Overview:** Tractor Supply, a leading retail chain dedicated to providing quality products for farm, ranch, and rural lifestyle, is looking for a Remote Live Chat Manager to lead our customer support team in creating an exceptional online engagement experience.
As the Live Chat Manager, you will be responsible for overseeing live chat operations, ensuring customer satisfaction, and developing strategies to enhance efficiency and communication.
This is a part-time, remote position that allows you to collaborate with colleagues around the globe while embodying our company values.
--- **Key Responsibilities:** 1.
**Team Leadership:** - Manage and develop a team of live chat agents, providing training, support, and mentorship to enhance their performance levels.
- Create an inclusive and motivating environment that encourages team collaboration and personal growth.
2.
**Live Chat Operations:** - Oversee day-to-day live chat operations to ensure customer inquiries are handled professionally and promptly.
- Monitor and analyze chat performance metrics and user feedback to identify improvement areas.
3.
**Customer Experience Enhancement:** - Develop and implement strategies to enhance the customer experience during live chat interactions.
- Collaborate with product, marketing, and operational teams to ensure a consistent and positive messaging alignment across all channels.
4.
**Technology Utilization:** - Utilize live chat software and CRM tools to streamline operations and improve chat efficiency.
- Stay updated on the latest developments in live chat technology, recommending upgrades or tools as necessary.
5.
**Reporting and Analysis:** - Prepare and present reports detailing chat performance, customer satisfaction statistics, and operational efficiency to senior management.
- Analyze customer interactions to derive insights and improve service quality continuously.
6.
**Policy and Procedure Development:** - Establish and refine standard operating procedures for chat support to enhance response times and customer satisfaction.
- Ensure compliance with company policies and legal requirements while handling customer data and interactions.
7.
**Crisis Management:** - Handle escalated customer complaints and concerns through live chat, demonstrating problem-solving skills and emotional intelligence.
- Develop contingency plans for high-traffic periods and ensure the team is prepared for peak times.
--- **Requirements:** - **Education:** Bachelor's degree in Business Administration, Communications, or a related field preferred.
- **Experience:** Minimum of 6 years in customer support, with at least 3 years in a supervisory or managerial role.
- **Technical Skills:** Proficiency in live chat software, CRM tools, and MS Office Suite.
- **Personality Traits:** - Highly motivated with a proactive approach to problem-solving.
- Resilient and adaptable to changing environments and workloads.
- **Soft Skills:** - Exceptional emotional intelligence to connect with team members and customers alike.
- Excellent attention to detail, ensuring a high standard of communication and service delivery.
--- **Benefits:** - Profit sharing opportunities based on company performance.
- Relocation allowance for those considering a move.
- Comprehensive parental leave policy to support family growth.
--- **Working Environment:** Join a collaborative working environment that emphasizes a global village mentality.
Work with diverse colleagues worldwide, sharing insights and experiences that foster innovation and personal growth.
--- **Application Deadline:** Please submit your application by November 3, 2024.
--- **Equal Opportunity Statement:** Tractor Supply is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other classification protected by law.How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.