Live Chat Manager

Job Description:

We are seeking a dynamic and experienced Live Chat Manager to join our team at Charles Schwab in Abu Dhabi. As a part-time Associate Level position, the Live Chat Manager will be responsible for overseeing the live chat team, ensuring exceptional customer service, and driving performance improvements.

Responsibilities: - Manage a team of live chat agents, providing leadership and guidance to ensure customer service excellence - Monitor live chat interactions to assess agent performance and provide feedback for improvement - Develop and implement strategies to optimize live chat efficiency and effectiveness - Collaborate with other departments to address customer issues and provide timely resolutions - Stay current on industry trends and best practices in live chat customer service - Train new agents on live chat procedures and protocols - Analyze data and metrics to assess team performance and make data-driven decisions - Handle escalated customer issues and ensure resolutions are provided in a timely manner

Requirements: - 5 years of experience in a customer service role, with at least 2 years in a managerial or supervisory position - Proven track record of driving performance improvements and achieving customer service goals - Strong leadership skills with the ability to motivate and mentor team members - Excellent communication and interpersonal skills - Critical thinking and problem-solving abilities - Driven and dedicated personality traits - Proficiency in live chat software and customer service platforms - Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Benefits: - Life insurance - Paid overtime - Profit sharing

Working Environment: At Charles Schwab, we value a positive and inclusive working environment. Our goal is to inject a sense of joy and vibrancy into the workplace, creating a space where employees feel motivated and inspired to do their best work.

Equal Opportunity Statement: Charles Schwab is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.