Online Chat Support Manager

Job Description:

New York Life Insurance is seeking a dedicated and driven Online Chat Support Manager to join our team in Philadelphia, Pennsylvania. As a Mid-to-Senior Level position with a minimum of 7 years of experience, the ideal candidate should possess strong leadership and negotiation skills to effectively manage our online chat support team...

Responsibilities: 1. Develop and implement strategies to optimize online chat support operations. 2. Manage a team of chat support agents to ensure exceptional customer service and resolution of inquiries. 3. Monitor chat interactions to coach agents on best practices and ensure quality standards are met. 4. Analyze chat data and customer feedback to identify trends and make recommendations for process improvements. 5. Collaborate with other departments to streamline communication and ensure a seamless customer experience across all channels. 6. Stay up-to-date on industry trends and technology advancements to enhance chat support capabilities. 7. Provide regular reports and updates to senior management on chat support performance and initiatives.

Requirements: 1. Bachelor's degree in a related field or equivalent work experience. 2. Minimum of 7 years experience in customer service or online chat support. 3. Strong leadership skills with the ability to motivate and develop a team. 4. Excellent negotiation skills to manage challenging customer interactions effectively. 5. Proven track record of implementing successful chat support strategies and driving operational improvements. 6. Experience using chat support software and CRM systems. 7. Excellent written and verbal communication skills. 8. Ability to work in a fast-paced environment and adapt to changing priorities. 9. Strong problem-solving skills and attention to detail.

Personality traits: Dedicated, driven
Soft skills: Leadership, negotiation

Benefits:
1. Employee discounts on insurance products.
2. Paid sick leave for part-time employees.
3. Relocation allowance for eligible candidates.

Working Environment:
At New York Life Insurance, we embrace a culture that challenges norms and encourages bold thinking. Our team is dedicated to providing exceptional customer service and continuous improvement in all areas of our business.

Equal Opportunity Statement:
New York Life Insurance is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. 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.

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