Remote Live Chat Manager

Job Description:

Barnes & Noble is seeking a motivated and experienced Remote Live Chat Manager to join our team in Toronto, Ontario, Canada. As a Mid-to-Senior Level position with 8 years of experience, the successful candidate will be responsible for managing the day-to-day operations of our live chat support team.

Responsibilities: - Supervise and coach a team of live chat agents, providing guidance and support as needed - Monitor live chat interactions to ensure quality customer service and adherence to company policies - Develop and implement strategies to improve live chat efficiency and effectiveness - Analyze data and metrics to track performance and identify areas for improvement - Collaborate with other departments to resolve customer issues and provide timely responses - Stay up-to-date on industry trends and best practices in live chat support - Handle escalated customer inquiries and resolve issues in a timely manner - Maintain a positive and professional work environment for the live chat team

Requirements: - 8 years of experience in customer service, with at least 3 years in a live chat management role - Proven track record of achieving and exceeding KPIs in a fast-paced environment - Excellent communication skills, both written and verbal - Strong decision-making abilities and problem-solving skills - Resilient and able to handle challenging situations with professionalism - Ability to work independently and collaboratively with a team - Proficient in using live chat software and CRM systems - Bachelor's degree in a related field preferred

Personality traits: - Resilient - Hardworking

Soft skills: - Communication - Decision-making

Benefits: - Disability insurance - Free accommodation - Life insurance

Equal Opportunity Statement: Barnes & Noble is an equal opportunity employer and is committed to providing a diverse and inclusive work environment. 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.