Live Chat Manager - Work from home

### Job Title: Live Chat Manager - Work from Home• *Company:** Henry Schein• *Location:** Dallas, Texas, US• *Job Type:** Part-Time• *Seniority:** Mid-to-Senior Level• *Years of Experience:** 8---#### **Job Description:**Henry Schein, a leading provider of healthcare products and services, is seeking a highly skilled **Live Chat Manager** to join our dynamic team. This role is ideal for an experienced professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer service. The Live Chat Manager will be responsible for overseeing all aspects of our live chat operations to ensure a seamless and satisfying customer experience. This position is remote, offering flexibility while maintaining a collaborative team culture.---#### **Key Responsibilities:**- **Strategic Oversight:** Develop and implement strategies to enhance the live chat experience, ensuring alignment with the company’s overall customer service goals and objectives.- **Team Management:** Supervise a team of live chat agents, including hiring, training, and ongoing performance evaluation. Foster a culture of excellence and accountability by providing regular feedback and support.- **Performance Metrics:** Establish and track key performance indicators (KPIs) for the live chat team. Analyze data to identify trends, assess team performance, and develop improvement plans as necessary.- **Customer Interaction:** Actively participate in live chat interactions, demonstrating best practices for customer engagement and resolving escalated customer issues with empathy and efficiency.- **Technology & Tools:** Collaborate with the IT team to ensure that the live chat software is functioning optimally and that innovations in technology are utilized to enhance customer experience.- **Cross-Department Collaboration:** Work closely with marketing, sales, and product teams to communicate customer feedback and ensure that customer needs are effectively met.- **Training and Development:** Design and implement training programs for live chat agents, emphasizing emotional intelligence, product knowledge, and effective communication skills.- **Quality Assurance:** Develop and maintain quality assurance processes to ensure that chat interactions meet company standards and that customer issues are resolved expediently.- **Adaptability & Problem-Solving:** Demonstrate an ability to quickly adapt strategies in response to customer feedback and emerging trends in customer service.---#### **Requirements:**- **Education:** Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.- **Experience:** Minimum of 8 years of experience in customer service, with at least 3 years in a supervisory role managing live chat or similar customer support operations.- **Personality Traits:**- **Adaptable:** Ability to shift priorities and strategies in fast-changing environments.- **Reliable:** Consistently meets deadlines and demonstrates a high level of accountability.- **Soft Skills:**- **Project Management:** Strong organizational skills with the ability to manage multiple projects simultaneously.- **Emotional Intelligence:** High degree of empathy, strong interpersonal skills, and the ability to relate to customers and team members effectively.- **Technical Proficiency:** Familiarity with live chat software, CRM systems, and standard office software (e.g., Microsoft Office Suite, Google Workspace).- **Communication Skills:** Exceptional written and verbal communication skills are essential for effective interaction with customers and team members.---#### **Benefits:**- **Retirement Plan:** Competitive retirement savings plan to help you prepare for the future.- **Joining Bonus:** Attractive joining bonus offered to successful candidates.- **Training & Professional Development:** Opportunities for continuous learning and professional growth within the organization.---#### **Working Environment:**At Henry Schein, we cultivate an atmosphere that sparks creativity and motivation, inspiring greatness in our teams. We value innovation, collaboration, and a commitment to excellence. Join us in a role where you can make a meaningful impact in the healthcare sector through exceptional customer service.---#### **Application Instructions:**Interested candidates should apply before the deadline of **September 19, 2024**. Please submit your resume and a cover letter detailing your qualifications and experience.---• *Equal Opportunity Statement:**Henry Schein is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, including those from historically underrepresented communities.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job.Original job Live Chat Manager - Work from home posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.