Live Chat Manager

Job Description:

Quest Diagnostics is seeking a dedicated and resourceful Live Chat Manager to join our team in Vancouver, British Columbia. As a Mid-to-Senior Level role, the Live Chat Manager will be responsible for overseeing the live chat operations, managing a team of chat agents, and ensuring a seamless and positive customer experience.

Responsibilities: 1. Manage the day-to-day operations of the live chat platform, ensuring prompt and accurate responses to customer inquiries. 2. Lead and mentor a team of chat agents, providing coaching and feedback to optimize performance and efficiency. 3. Monitor chat interactions to ensure quality and adherence to company policies and procedures. 4. Develop strategies to improve customer engagement and satisfaction through the live chat channel. 5. Collaborate with cross-functional teams to identify opportunities for process improvement and optimization. 6. Analyze chat data and metrics to track performance and make data-driven decisions. 7. Stay informed of industry trends and best practices to continuously improve the live chat function.

Requirements: 1. Minimum of 8 years of experience in customer service or contact center operations, with at least 3 years in a managerial role. 2. Strong people management skills with the ability to motivate and inspire a team. 3. Excellent attention to detail and organizational skills. 4. Proven track record of driving results and achieving KPIs in a fast-paced environment. 5. Ability to adapt to changing priorities and handle multiple tasks simultaneously. 6. Strong communication and interpersonal skills. 7. Proficiency in live chat platforms and CRM systems.

Benefits: - Company equipment provided - Medical coverage - Joining Bonus

Working Environment: At Quest Diagnostics, we provide an environment where technology is harnessed to drive innovation and efficiency. You will have the opportunity to work with a dynamic team and contribute to the success of the organization.

Equal Opportunity Statement: Quest Diagnostics is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees are valued and respected. 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.