Live Chat Manager

Job Description: We are looking for a dynamic Live Chat Manager to join our team at Hilton in Indianapolis, Indiana. As the Live Chat Manager, you will be responsible for overseeing the day-to-day operations of our live chat service, ensuring excellent customer service and sales conversion rates... Responsibilities: - Manage a team of live chat agents, providing direction, support, and training as needed - Monitor chat performance metrics and implement strategies to improve customer satisfaction and sales conversion rates - Develop and implement chat scripts and guidelines to ensure consistent messaging and branding - Collaborate with other departments to ensure alignment of messaging and goals - Stay up-to-date on industry trends and best practices in live chat management - Analyze chat data to identify trends and opportunities for improvement - Handle escalated customer issues and provide resolutions in a timely manner - Conduct regular performance reviews and provide feedback to team members - Work closely with the IT team to troubleshoot technical issues related to the chat platform Requirements: - Bachelor's degree in Business, Marketing, Communication, or a related field - Minimum of 5 years of experience in customer service or sales, with at least 2 years in a supervisory role - Strong communication and interpersonal skills - Excellent problem-solving abilities - Ability to work in a fast-paced environment and adapt to changing priorities - Experience with chat platforms and CRM systems - Proficiency in Microsoft Office suite - Strong analytical and negotiation skills - Adaptable and hardworking personality traits Benefits: - Training & professional development opportunities - Employee discounts on Hilton properties worldwide - Dental insurance coverage Working Environment: Join Hilton and be part of a company that pioneers change and sets industry benchmarks. Work in a supportive and inclusive environment where your skills and expertise will be valued. Equal Opportunity Statement: Hilton is an equal opportunity employer and is committed to diversity in the workplace. We encourage all qualified individuals to apply for this position, regardless of race, gender, age, disability, or any other characteristic protected by law. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job. Original job Live Chat Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs