Live Chat Manager

Job Description:

We are seeking a confident and adaptable Live Chat Manager to join our team at Apache in Vancouver, British Columbia, CA. As a mid-to-senior level position with a requirement of at least 8 years of experience, you will be responsible for managing our live chat platform and ensuring a high level of customer service is maintained at all times.

Responsibilities: 1. Develop and implement strategies to optimize live chat performance and customer satisfaction. 2. Train and supervise a team of live chat representatives, providing guidance and feedback as needed. 3. Monitor chat interactions and provide real-time coaching to improve communication and resolution of customer inquiries. 4. Analyze chat data and metrics to identify trends and make recommendations for process improvements. 5. Collaborate with other departments to ensure seamless integration of live chat with overall customer service strategy. 6. Manage schedules, escalations, and performance evaluations of live chat representatives.

Requirements: 1. Bachelor's degree in a related field or equivalent experience. 2. Strong communication and interpersonal skills. 3. Ability to multitask and prioritize in a fast-paced environment. 4. Strategic planning and analytical skills. 5. Attention to detail and problem-solving abilities. 6. At least 8 years of experience in a customer service or live chat management role.

Personality Traits: Confident, adaptable

Soft Skills: Strategic planning, attention to detail

Benefits: - Paid overtime - Paid sick leave - Employee discounts

Working Environment: We encourage autonomy and independence, trusting employees to excel in their roles.

Equal Opportunity Statement: Apache is an equal opportunity employer and 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.