Remote Live Chat Manager

Job Description:

Phillips 66 is seeking a highly experienced Remote Live Chat Manager to join our team in Vancouver, British Columbia. This is a part-time position at a mid-to-senior level, requiring at least 8 years of relevant experience in managing live chat operations.

Responsibilities: - Manage and lead a team of remote live chat agents, ensuring efficient operation and high customer satisfaction levels - Develop and implement strategies to improve response times, resolution rates, and overall quality of live chat interactions - Analyze performance data and metrics to identify areas for improvement and implement necessary changes - Train new agents on live chat procedures, customer service techniques, and product knowledge - Monitor live chat conversations to provide feedback and guidance to agents, ensuring consistency and quality of service - Collaborate with other departments to address customer issues and provide timely resolutions - Stay up-to-date on industry trends and best practices in live chat operations, implementing new strategies as needed - Maintain a positive and professional work environment, fostering a culture of teamwork and excellence

Requirements: - 8+ years of experience in managing live chat operations in a customer service or sales environment - Confident and independent personality, able to make decisions and lead a team effectively - Strong soft skills in strategic planning and negotiation, with the ability to develop and execute effective strategies - Excellent communication skills, both written and verbal, with a customer-centric focus - Proven track record of achieving and exceeding performance goals in a fast-paced and dynamic environment - Ability to work remotely and manage a team effectively through virtual communication channels - Bachelor's degree in a related field preferred

Benefits: - Travel and spending expenses covered - Free accommodation provided for specified work trips - Joining bonus for successful candidates - Opportunities for professional growth and development within the company

Equal Opportunity Statement: Phillips 66 is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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