Live Chat Manager - Remote Work

Job description:

We are looking for an experienced and driven Live Chat Manager to join our team at Hershey. This is a remote work opportunity based in Toronto, Ontario, CA. As a Mid-to-Senior Level professional with at least 7 years of experience in a similar role, you will be responsible for managing our live chat operations and ensuring exceptional customer service delivery.

Responsibilities: - Manage a team of live chat agents to ensure timely and accurate responses to customer inquiries - Monitor chat conversations for quality assurance and provide feedback to agents for improvement - Analyze chat data to identify trends, issues, and opportunities for improvement - Collaborate with other departments to address customer needs and resolve complex inquiries - Develop and implement chat strategies to improve efficiency and customer satisfaction - Train new agents on chat protocols, systems, and customer service best practices - Stay abreast of industry trends and best practices in live chat customer service

Requirements: - Proven experience as a Live Chat Manager or similar role - Strong analytical skills and the ability to interpret data to drive decision-making - Excellent people management skills with the ability to motivate and lead a team - Reliable and self-motivated individual with a strong work ethic - Excellent communication skills, both written and verbal - Proficiency in chat software and customer service platforms - Bachelor's degree in Business Administration or related field preferred

Benefits: - Profit sharing opportunities - Disability insurance coverage - Paid overtime for any additional hours worked

Working environment: At Hershey, we embrace creativity in a culture that values fresh ideas and inventive solutions. You will have the opportunity to work in a dynamic and collaborative environment where your contributions are valued and recognized.

Equal opportunity statement: Hershey is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and strive to create a work environment that embraces diversity in all its forms.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.