Chat Support Manager - Work from home
*Job Title: Chat Support Manager - Work from Home** *Company: Comcast** *Location: Columbus, Ohio, US... *Job Type: Part-Time** *Seniority: Mid-to-Senior Level** *Years of Experience: 6** *Job Overview:** Comcast is seeking a dedicated and experienced Chat Support Manager to join our dynamic customer service team. This part-time position, based in Columbus, Ohio, offers the flexibility of remote work and allows you to play a crucial role in delivering exceptional customer support through chat channels. The ideal candidate will possess a strong background in managing chat support teams, excellent leadership abilities, and a deep commitment to creating a positive customer experience. *Key Responsibilities:** -
Team Leadership:
Lead, mentor, and develop a high-performing team of chat support agents. Foster a positive work environment that encourages collaboration, resilience, and effective communication. -
Performance Management:
Monitor team performance metrics and individual agent KPIs. Provide regular coaching, feedback, and support to ensure high-quality service delivery. -
Operational Excellence:
Oversee day-to-day chat operations, ensuring timely and efficient resolution of customer inquiries. Implement best practices and standard operating procedures to optimize service excellence. -
Customer Engagement:
Analyze chat interactions to identify trends, patterns, and areas for improvement. Use this data to enhance customer satisfaction and agent performance. -
Training and Development:
Design and deliver training programs for new hires and existing team members to improve product knowledge, service techniques, and customer engagement skills. -
Quality Assurance:
Conduct regular reviews of chat transcripts and interactions to assess quality of responses and adherence to company policies and procedures. Implement corrective measures as needed. -
Collaboration:
Work closely with other departments, including sales and technical support, to resolve complex customer issues and provide consistent information across all channels. -
Feedback Loop:
Collect and analyze customer feedback on chat interactions to identify opportunities for improvement and communicate findings to upper management. -
Community Initiatives:
Participate in Comcasts corporate social responsibility initiatives, promoting community engagement and involvement among team members. -
Expense Management:
Manage travel and spending expenses effectively, ensuring compliance with company policies. *Requirements:** -
Experience:
A minimum of 6 years in customer service management, with at least 3 years specifically in chat support or digital customer experience. -
Resilience:
Ability to thrive in a fast-paced environment, adapting to changing situations while maintaining a positive attitude. -
Work Ethic:
Strong commitment to hard work, initiating solutions to improve overall team performance and customer satisfaction. -
Leadership Skills:
Proven track record of developing and leading high-performing teams. Ability to inspire and motivate team members to achieve their best. -
People Management:
Experience in managing diverse teams, providing guidance, support, and conflict resolution as necessary. -
Soft Skills:
Excellent interpersonal and communication skills with a strong focus on customer engagement and relationship building. -
Technical Skills:
Proficient in using chat support software and other customer relationship management (CRM) tools. Familiarity with data analysis tools to track performance metrics is a plus. *Benefits:** - Employee discounts on Comcast services and products. - Opportunities for travel and career development. - Coverage for travel and work-related expenses. *Working Environment:** At Comcast, we value giving back to the community and actively engage in corporate social responsibility initiatives. Our team is committed to making a positive impact and contributing to the well-being of those around us. *Deadline to Apply:** November 3, 2024 *Equal Opportunity Statement:** Comcast is an Equal Opportunity Employer that values diversity and inclusion in the workplace. We welcome applicants from all backgrounds and walks of life to apply and join a company committed to fostering a diverse workforce. 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 Apply Job!