Live Chat Manager - Work from home

? *Job Title: Live Chat Manager (Work from Home)**? *Company: BB&T Corp.**? *Location: Denver, Colorado, US...? *Job Type: Part-Time**? *Seniority: Associate Level**? *Years of Experience: 5**? *Application Deadline: September 14, 2024**? *Company Overview:**BB&T Corp. is a leading financial institution committed to providing exceptional service and innovative solutions to our clients. Our company values a culture of integrity, respect, and teamwork, and we strive to cultivate relationships that empower our employees and enhance our community.? *Job Overview:**As the Live Chat Manager, you will play a pivotal role in enhancing customer service efforts and maximizing client satisfaction via our live chat platforms. You will lead a team of chat specialists who interact with clients in real-time, ensuring that all queries are addressed promptly, accurately, and empathetically. This part-time role offers the flexibility of a work-from-home environment, perfect for passionate and dedicated individuals looking to make an impact in a dynamic area of our organization.? *Key Responsibilities:**
• **Team Leadership:** Oversee a team of live chat specialists, providing direction, support, and mentorship to ensure optimal performance.
• **Performance Management:** Monitor team performance metrics, conduct regular evaluations, and identify areas for training and development.
• **Customer Engagement:** Actively engage with customers through the live chat platform, addressing inquiries and resolving issues with a focus on understanding and empathy.
• **Process Improvement:** Collaborate with management to design and implement best practices and strategies to enhance customer interactions and drive efficiency.
• **Reporting and Analysis:** Generate reports on chat performance, customer satisfaction levels, and team metrics; analyze data to make informed decisions about areas for improvement.
• **Knowledge Base Development:** Assist in the creation and maintenance of a comprehensive knowledge base for chat specialists to access accurate and up-to-date information.
• **Collaboration:** Work closely with cross-functional teams to ensure consistent messaging and support strategies across all channels.
• **Feedback Implementation:** Gather customer feedback and share insights with relevant teams to help improve products, services, and overall customer experience.
? *Requirements:**
• **Experience:** A minimum of 5 years of experience in customer service, with at least 2 years specifically in a management or supervisory role within live chat or digital support.
• **Education:** Bachelor?s degree in Business, Communications, or a related field preferred but not mandatory.
• **Skills:**
• Proven ability to lead and inspire a team while handling diverse challenges.
• Excellent verbal and written communication skills.
• Strong people management abilities?able to motivate, mentor, and guide team members effectively.
• **Personality Traits:**
• Passionate about customer service and dedicated to enhancing client experiences.
• Empathetic and understanding, able to foster positive interactions even in challenging situations.
• **Technical Proficiency:** Familiarity with live chat software, CRM systems, and data analysis tools.
? *Benefits:**
• Free accommodation (details to be discussed during interviews).
• Paid Time Off (PTO) to promote work-life balance.
• Disability insurance for peace of mind.
? *Working Environment:**BB&T Corp. prioritizes understanding and empathy in all interactions. Our work-from-home culture encourages flexibility, collaboration, and a strong commitment to gaining a deep understanding of our customers' needs and experiences.? *Equal Opportunity Statement:**BB&T Corp. 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, sexual orientation, gender identity, national origin, disability, or veteran status.? *Application Instructions:**Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and passion for customer service to [insert application link/email]. We look forward to your application and the possibility of working together to enhance the lives of our customers!

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