Online Chat Support Manager

Job Description:

Voya Financial is seeking a dedicated and motivated Online Chat Support Manager to join our team in Vancouver, British Columbia. As a mid-to-senior level position, the ideal candidate should have at least 7 years of experience in online customer service or related fields.

Responsibilities: 1. Manage and oversee a team of online chat support representatives. 2. Develop and implement strategies to improve the online chat support experience for customers. 3. Monitor chat interactions to ensure quality and adherence to company policies. 4. Train and mentor chat support representatives to enhance their skills and performance. 5. Collaborate with other departments to address customer inquiries and concerns effectively. 6. Analyze chat support metrics and data to identify trends and opportunities for improvement. 7. Keep up to date with industry trends and best practices in online customer service.

Requirements: 1. Bachelor's degree or equivalent experience in a related field. 2. Proven experience in managing online chat support teams. 3. Excellent communication and interpersonal skills. 4. Strong problem-solving abilities and a customer-centric mindset. 5. Creativity and adaptability to handle different customer situations. 6. Ability to work in a fast-paced environment and prioritize tasks effectively.

Personality traits: Dedicated, motivated Soft skills: Creativity, adaptability

Benefits: 1. Training & professional development opportunities. 2. Paid Time Off (PTO) for work-life balance. 3. Joining bonus for new hires. 4. Vibrant and joyful work environment to foster creativity and collaboration.

Deadline to apply: May 11, 2024

Equal Opportunity Statement: Voya Financial is an equal opportunity employer and is committed to creating an inclusive and diverse work environment. We welcome all qualified applicants, regardless of race, gender, sexual orientation, age, disability, or any other characteristic protected by law.

How to apply:

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