Online Chat Support Manager

Job Description:

We are looking for a skilled Online Chat Support Manager to join our team at IBM India in Chennai, Tamil Nadu. As a part-time employee with mid-to-senior level seniority, you should have at least 7 years of experience in a similar role.

Responsibilities: - Manage and lead a team of online chat support agents to provide excellent customer service and resolve customer inquiries in a timely manner. - Oversee the day-to-day operations of the online chat support team, including monitoring chat conversations, conducting quality assurance checks, and ensuring that team goals are met. - Develop and implement strategies to improve customer satisfaction and drive positive outcomes, such as reducing response times and increasing first contact resolution rates. - Collaborate with other departments to gather feedback from customers and identify areas for improvement in the online chat support process. - Analyze data and report on key performance metrics to track the effectiveness of the online chat support team and make data-driven decisions to optimize performance. - Train and mentor team members to enhance their skills, develop their careers, and maintain a high level of motivation and engagement.

Requirements: - Bachelor's degree in a relevant field. - Proven experience in managing online chat support teams in a fast-paced environment. - Strong communication and leadership skills, with a focus on driving results and empowering team members to succeed. - Ability to thrive in a dynamic and challenging work environment, demonstrating resilience and a strong work ethic. - Excellent problem-solving abilities, with a customer-focused mindset and a passion for delivering exceptional service. - Proficiency in using chat support software and tools to manage conversations and track performance metrics.

Personality traits: driven, resilient Soft skills: leadership, communication

Benefits: - Travel opportunities - Vision insurance - Visa sponsorship

Working environment: At IBM India, we believe in aligning work with a greater purpose and contributing to a meaningful mission. As an Online Chat Support Manager, you will have the opportunity to make a real impact on our customers and play a vital role in driving our business forward.

Equal Opportunity Statement: IBM India is an equal opportunity employer and is committed to providing a work environment that is inclusive and supportive of all employees, regardless of race, gender, age, religion, sexual orientation, or disability. We encourage individuals from diverse backgrounds to apply and join our team. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable laws.

Deadline to apply: 2024-07-13

We look forward to receiving your application and welcoming you to our team at IBM India!

How to apply:

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