**Job Title:** Live Chat Manager - Remote Work
**Company:** United Continental Holdings
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
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### **Job Description:**
United Continental Holdings is seeking a dedicated and experienced Live Chat Manager to join our remote team. As a key player in enhancing customer experience, you will oversee the live chat operation, ensuring efficient resolution of customer inquiries and fostering a supportive environment for our chat agents. You will be responsible for driving engagement through proactive customer interactions while maintaining high service quality standards. The ideal candidate will possess a blend of managerial expertise and a passion for customer service.
### **Responsibilities:**
- **Team Management:**
- Recruit, train, and mentor live chat representatives, fostering a positive and collaborative team culture.
- Conduct regular performance evaluations and provide actionable feedback to team members to promote ongoing improvement.
- **Customer Interaction:**
- Oversee live chat interactions, ensuring that customer inquiries are handled promptly and accurately.
- Develop and monitor chat scripts that enhance customer engagement and promote effective service.
- **Strategy Development:**
- Design and implement strategies to improve response times, customer satisfaction, and overall chat performance metrics.
- Analyze customer data and feedback to identify trends and areas for improvement in the live chat service.
- **Reporting & Analysis:**
- Create and maintain performance reports reflecting individual and team metrics; analyze data to guide strategic decisions.
- Present findings and recommendations to senior management on ways to enhance live chat operations.
- **Quality Assurance:**
- Establish and manage quality assurance processes to ensure consistent service level and quality across all chat interactions.
- Regularly review and adjust procedures to maintain high operational standards.
- **Collaboration:**
- Work closely with marketing, sales, and customer service teams to ensure a unified approach to customer satisfaction.
- Coordinate with IT to ensure that the chat platform functions effectively and meets the evolving needs of the business.
- **Customer Journey Improvement:**
- Identify opportunities to enhance the customer journey through live chat, suggesting new tools or technologies to enhance service delivery.
- Be proactive in offering solutions to prevent customer issues and enhance positive experiences.
### **Requirements:**
- **Experience:**
- Minimum of 7 years of experience in customer service, with at least 3 years in a live chat management or supervisory role.
- Proven experience managing a team in a remote work environment is highly desirable.
- **Skills:**
- Strong analytical skills with the ability to interpret data and present insights clearly.
- Advanced proficiency in live chat software and customer relationship management (CRM) tools.
- Excellent communication skills, both written and verbal, with a keen eye for detail.
- **Personality Traits:**
- Independent and self-motivated, capable of managing tasks without extensive supervision.
- A natural leader who fosters teamwork and camaraderie among remote team members.
- **Soft Skills:**
- Highly cooperative with a strong ability to work collaboratively with diverse teams across the organization.
- Exceptional planning and organizational skills, capable of managing multiple priorities effectively.
### **Benefits:**
- Competitive salary with performance-related bonuses.
- Relocation allowance for candidates who may consider working remotely from different locations.
- Travel opportunities for work-related activities and company events.
- Coverage for travel and spending expenses incurred during work-related travel.
- Commitment to promoting work-life balance and employee well-being.
### **Working Environment:**
At United Continental Holdings, we pride ourselves on creating a flexible and inclusive work environment that fosters employee well-being and promotes a healthy work-life balance. Our remote work policy ensures that you have the autonomy and support needed to thrive.
### **Application Information:**
Interested candidates are encouraged to submit their applications by **October 21, 2024.** Please provide a detailed resume and a cover letter that highlights your relevant experience and showcases your leadership approach to live chat management.
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**Equal Opportunity Statement:**
United Continental Holdings 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.
