Remote Live Chat Manager

Job Description:

As a Remote Live Chat Manager at Freddie Mac, you will be responsible for overseeing all aspects of the live chat operations to ensure exceptional customer service. This role requires a high level of attention to detail, strong communication skills, and the ability to effectively manage a team of remote chat agents.

Responsibilities: 1. Manage and supervise a team of remote chat agents, providing guidance, support, and training as needed. 2. Monitor live chat conversations to ensure high quality interactions and compliance with company standards. 3. Develop and implement strategies to improve efficiency, accuracy, and overall customer satisfaction within the live chat department. 4. Analyze chat data and performance metrics to identify areas for improvement and implement solutions. 5. Collaborate with other departments to ensure seamless communication and alignment of goals. 6. Stay up-to-date on industry trends and best practices in live chat customer service. 7. Assist in the recruitment and onboarding of new chat agents as needed. 8. Handle escalated customer issues and provide timely resolutions.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 7 years of experience in customer service or a similar role. 3. Strong leadership and decision-making skills. 4. Excellent communication and interpersonal abilities. 5. Ability to work independently and manage multiple tasks simultaneously. 6. Proficiency in live chat software and other relevant tools. 7. Hardworking and passionate about providing exceptional customer service. 8. Adaptability and strong time management skills.

Benefits: 1. Parental leave 2. Employee discounts 3. Profit sharing

Working Environment: At Freddie Mac, we strive for a harmonious workplace where collaboration and respect prevail. We value diversity and inclusion, and we prioritize creating a positive and supportive environment for all employees.

Equal Opportunity Statement: Freddie Mac is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other characteristic protected by law.

How to apply:

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